Multi-family Residential Communities
Pebble Brook Village - 236 Units (Noblesville, IN)
Flats at Spring Mill Station - 290 Units (Westfield, IN)

Who we are

It's fun to work in a company where people truly believe in what they are doing. At Birge & Held (“B&H”), we are committed to bringing excitement and energy to the business of multifamily housing. We expect every employee within our organization to be a leader working in a collaborative environment towards a shared vision. You must be ready to show up every day with a true passion for people and learning. Every leader has an exciting opportunity to profoundly impact our Purpose, “Investing in Communities to Transform Lives”, and turn it into reality. Are you up for the challenge?

Position Overview:

The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This individual is responsible for fostering strong relationships, understanding the unique needs of prospects and residents, addressing day-to-day challenges, and collaborating with cross functional teams to ensure seamless operations. They act as the first point of on-site contact for residents and prospects, representing the company’s commitment to quality and satisfaction.  The success of this role will be measured by attainment of a predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level.  This role will report to the Customer Experience Manager.

Key Responsibilities

1. Relationship Building with Prospects

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments. 
• Engage proactively with prospects to build strong relationships and create a positive first impression of the company.
• Assist potential residents by providing detailed information about available units, community amenities, and leasing options.
• Follow up with leads from the off-site sales and leasing team to support lease closings and maintain a seamless prospect journey.
• Implement and support resident events or activities to enhance the community experience

2. Understanding Prospect and Resident Needs

• Conduct needs assessments to match prospects with the most suitable units based on their preferences and requirements
• Develop a thorough understanding of apartment layouts, features, and community amenities to address inquiries with confidence and accuracy.

3. Resident Resolution

• Serve as the primary point of contact for residents reporting concerns, ensuring timely responses and resolutions.
• Troubleshoot and resolve minor resident concerns, including maintenance requests, billing questions, and general inquiries.
• Escalate larger or unresolved concerns to the Operations Manager with detailed documentation.

4. Collaboration with Sales and Leasing Teams

• Collaborate with the Sales & Leasing team to optimize leasing performance and align with property goals through standard communication channels and routine touchpoints.
• Track and manage all leasing data, including prospects, applications, and resident information, within the company’s software systems.
• Coordinate with the Sales & Leasing team to manage scheduled apartment showings and move-in/move-out processes.

5. Data Management

• Maintain accurate and up-to-date records within the company’s property management software ( Onesite)
• Prepare and present regular reports on resident satisfaction, leasing performance, and operational key performance indicators (KPIs) to leadership.

6. Day-to-Day Tasks

• Assist in handling various administrative tasks, including preparing leasing documents, updating resident records, and managing correspondence.
• Support community events or initiatives aimed at enhancing resident experience.
• Understand and adhere to standard operating procedures

What you will need

Education, Experience and Skills

• High School Diploma or equivalent
• Demonstrated passion for customer service. 
• Strong interpersonal skills with a customer- focused mindset.
• Strong verbal and written communication skills.
• One (1) year or more years in a customer service, sales, or customer facing role.
  • Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement next steps.
  • Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools. 
  • Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
• A desire for professional development and continued learning
• Ability to manage one’s time. 
• Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands.
  

What We Offer
At Birge & Held, we are committed to building more than just a career; we cultivate a values-based culture where employees are encouraged to thrive personally and professionally.

• We offer competitive dental, vision, and health plans to ensure our employees and their families receive the care they need.
• Enjoy peace of mind with our 401K match plan, ensuring your future is as secure as your present.
• We provide coverage for both Long-Term Disability (LTD) and Short-Term Disability (STD), along with critical illness insurance, safeguarding you against unforeseen challenges.
• Embrace work-life balance with generous paid time off, including the unique perk of celebrating your birthday as a holiday.
• Benefit from employee discounts at Birge & Held properties, making living expenses more affordable and convenient.
• Join an organization consistently recognized as one of the Top Workplaces in the USA, where your contributions are valued and celebrated.
• Experience an inclusive and positive company culture that fosters growth, creativity, and collaboration.

Opportunities to make a difference in a growing and highly productive environment.

Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.

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