Birge & Held

Oversee day-to-day operations of multiple apartment communities, manage onsite teams, ensure resident satisfaction, and maintain property financial and physical standards. | Minimum 3 years management experience in multifamily or hospitality customer service, proficiency in property management software, strong communication and leadership skills, and a high school diploma or equivalent. | B I R G E & H E L D Investing in Communities to Transform Lives. Supporting 3 Multifamily Communities Alpine Studio, Beechmill, and The Jacob (Indianapolis, IN) - 370 Units Who We Are It's fun to work in a company where people truly believe in what they are doing. At Birge & Held, 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. At Birge & Held, our employees have a Passion for People , demonstrate Leadership at Every Level , and are Always Learning & Innovating . Through these core values, we make our purpose a reality, “ Investing in Communities to Transform Lives. ” Position Overview The Multi-Site Operations Manager is responsible for overseeing the day-to-day operations of multiple multifamily apartment communities, ensuring they operate efficiently, maintain excellent curb appeal, and provide an exceptional experience for residents and prospects. This role includes managing the assigned onsite team, optimizing resident satisfaction, working alongside Birge & Held’s offsite centralized team members and ensuring the property’s value is maximized through operational excellence and attention to detail. The success of this role will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role will report to the Regional Property Manager . Key Responsibilities Property and Asset Management • Work cross-functionally across all teams to ensure eviction processes are performed according to company policy. • Oversee all aspects of the apartment communities to maintain financial goals and metrics, ensure the properties are well-maintained and meet company standards. • Regularly inspect your designated assets’ physical condition, ensuring great curb appeal, clean common areas, and are a safe environment. • Coordinate and supervise repairs, and upgrades to maintain property enhancements and product availability. • Monitor and manage budgets ensuring cost-effectiveness without compromising quality. • Submit Property Owners Protection Insurance Company (POPIC) claims per our standard operating procedures (SOPs). Team Leadership and Management • Recruit, develop, train, and lead the onsite team to deliver high-quality resident and prospect interactions. • Establish and document performance goals for team members and provide regular feedback to encourage professional growth and accountability. • Foster a collaborative and resident-focused culture to drive excellence in service delivery. Resident & Prospect Satisfaction • Oversee the customer experience to ensure residents and prospects receive timely, courteous, and professional service. • Monitor resident feedback and satisfaction scores to identify areas for improvement and implement changes to enhance the resident experience. • Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions that align with company policies. Leasing and Prospect Engagement • Collaborate cross-functionally with the Sales & Leasing team to support marketing efforts and maintain occupancy and revenue goals. • Ensure the sales process, including tours, move-ins, and move-outs, are seamless and professional. • Monitor feedback and collaborate cross-functionally to enhance the customer experience. Compliance and Reporting • 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 multifamily communities to ensure compliance with local regulations, company policies, and industry standards. • Maintain accurate records for resident interactions, leasing, maintenance, and other operational activities. • Prepare and present regular reports on property performance, resident satisfaction, and operational efficiency to senior management. Education, Experience, And Skills • Demonstrated passion for customer service. • Strong interpersonal skills with a customer-focused mindset. • Strong verbal and written communication skills . • A minimum of three (3) years of management experience leading a team. • A minimum of two (2) years of customer service experience working within the multi-family or hospitality industry, preferred. • Experienced in property financial analysis and must be able to read and understand financial reports. • Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools. • Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement the next steps. • Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community. • Must be able to effectively manage in a crisis. • A desire for professional development and continued learning • Ability to manage one’s time effectively and productively. • 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. What We Offer • Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year . In addition to traditional PTO, you’ll receive 12 full days and two half day holidays including a floating holiday and your birthday. Separately, if you’ve served in the military, you’ll receive Veterans Day as a paid day off. • Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice. • Take advantage of supportive leave benefits , including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave. • Boost your earnings with monthly commission opportunities and additional quarterly bonuses , both based on site-specific Key Performance Indicators (KPIs), giving you the chance to be rewarded for your performance and contributions. • Save on living expenses with exclusive employee discounts at Birge & Held properties. • Prioritize your well-being with a robust wellness program that supports your physical, mental, and emotional health. Enjoy up to $25 in monthly gym membership reimbursements and gain access to certified health coaches dedicated to helping you achieve your personal wellness goals. • Access competitive dental, vision, and comprehensive medical plans to ensure you and your family receive the care you need, along with convenient online tools to help you manage your healthcare benefits with ease. • Enjoy peace of mind today and tomorrow with a 401(k) plan that includes competitive employer contributions. • Receive automatic enrollment in the company paid basic life insurance policy with the opportunity to elect supplemental life insurance. With employment at Birge & Held you have the ability to elect additional ancillary benefit options including but not limited to, Long-Term Disability (LTD), Short-Term Disability (STD) and Critical Illness Insurance that provides extra protection against unexpected health challenges. • Stay connected and equipped for success with a monthly phone stipend of up to $50 to help cover your mobile service costs. • Grow your career through the support of a dedicated Talent Development team and a tuition reimbursement program . Whether you're building new skills, exploring new roles, or pursuing a degree, you'll have the resources and guidance to reach your full potential. • Be part of an organization consistently recognized as one of the Top Workplaces in the USA , where your contributions are valued and celebrated. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. #INDOS

Provide exceptional customer service to residents and prospects, manage leasing and resident relations, and collaborate with sales and leasing teams to ensure smooth community operations. | At least 1 year customer service experience, strong interpersonal and communication skills, proficiency with property management software, bilingual English/Spanish, and ability to manage time in a fast-paced environment. | B I R G E & H E L D Investing in Communities to Transform Lives. Supporting One Multifamily Community 248 Units Who We Are It's fun to work in a company where people truly believe in what they are doing. At Birge & Held, 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. At Birge & Held, our employees have a Passion for People , demonstrate Leadership at Every Level , and are Always Learning & Innovating . Through these core values, we make our purpose a reality, “ Investing in Communities to Transform Lives. ” 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 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, 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, as they are integrated into the property portfolio(s), to support lease closings and maintain a seamless prospect journey. • 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 apartment layouts, 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. Collaboration with Sales and Leasing Teams ( as integrated into your property portfolio(s) ) • 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. 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 • Collaborate with offsite teams as they are integrated into the property portfolio(s), ensuring alignment, operational continuity, and overall operational success of the community or communities. 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. • 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. • Bilingual - English/Spanish required. What We Offer • Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year . In addition to traditional PTO, you’ll receive 12 full days and two half day holidays including a floating holiday and your birthday. Separately, if you’ve served in the military, you’ll receive Veterans Day as a paid day off. • Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice. • Take advantage of supportive leave benefits , including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave. • Boost your earnings with monthly commission opportunities and additional quarterly bonuses , both based on site-specific Key Performance Indicators (KPIs), giving you the chance to be rewarded for your performance and contributions. • Save on living expenses with exclusive employee discounts at Birge & Held properties. • Prioritize your well-being with a robust wellness program that supports your physical, mental, and emotional health. Enjoy up to $25 in monthly gym membership reimbursements and gain access to certified health coaches dedicated to helping you achieve your personal wellness goals. • Access competitive dental, vision, and comprehensive medical plans to ensure you and your family receive the care you need, along with convenient online tools to help you manage your healthcare benefits with ease. • Enjoy peace of mind today and tomorrow with a 401(k) plan that includes competitive employer contributions. • Receive automatic enrollment in the company paid basic life insurance policy with the opportunity to elect supplemental life insurance. With employment at Birge & Held you have the ability to elect additional ancillary benefit options including but not limited to, Long-Term Disability (LTD), Short-Term Disability (STD) and Critical Illness Insurance that provides extra protection against unexpected health challenges. • Stay connected and equipped for success with a monthly phone stipend of up to $50 to help cover your mobile service costs. • Grow your career through the support of a dedicated Talent Development team and a tuition reimbursement program . Whether you're building new skills, exploring new roles, or pursuing a degree, you'll have the resources and guidance to reach your full potential. • Be part of an organization consistently recognized as one of the Top Workplaces in the USA , where your contributions are valued and celebrated. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. #INDLP