What are the responsibilities and job description for the Customer Experience Associate position at Birge & Held Group LLC?
The Mill
POSITION OVERVIEW
The Customer Experience Associate - Affordable 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.
KEY RESPONSIBILITIES
Relationship Building with Prospects
- Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, Low Income Housing Tax Credit, HUD 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.
- Implement and support resident events or activities to enhance the community experience.
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 affordable funding sources, features, and community amenities to address inquiries with confidence and accuracy.
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.
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.
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
- Process all resident move in files in accordance with all LIHTC and HUD regulations.
EDUCATION, EXPERIENCE, AND SKILLS
- 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.
- Familiarity with LIHTC and Fair Housing regulations, preferred
- 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.
- A High school diploma or equivalent (e.g., GED) required.
