Birge & Held Group LLC

Provide exceptional customer service to residents and prospects, manage leasing data, resolve resident concerns, and collaborate with sales and leasing teams to support community operations. | At least 1 year customer service or sales experience, proficiency with property management software and CRM, strong interpersonal and communication skills, and ability to work onsite in a fast-paced environment. | B I R G E & H E L D Investing in Communities to Transform Lives. Supporting 3 Multifamily Communities Columbus, OH - 644 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 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. 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 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 • 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 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. 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

Lead customer experience efforts across multiple communities by managing resident interactions, collaborating with leasing teams, and ensuring operational excellence. | Requires 3+ years customer service leadership or related experience, proficiency in property management software and CRM, strong interpersonal and communication 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 Columbus, OH - 644 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 Customer Experience Manager leads efforts to create exceptional experiences for prospects and residents by overseeing resident interactions, resolving concerns efficiently, and ensuring operational excellence. This individual is responsible for managing the day-to-day customer experience, collaborating with teams to optimize leasing performance, and serving as an advisor and solutions advocate for resident concerns. 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 Operations Manager. KEY RESPONSIBILITIES Leadership in Customer Experience • 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. • Develop and implement community and engagement strategies to ensure an outstanding experience for residents and prospects throughout their resident journey. • Serve as a role model and lead for the team, fostering a resident-first mindset in all interactions while ensuring high-quality customer service from on-site Customer Experience Associates. • Monitor and analyze resident feedback to identify trends, recommend improvements, and enhance satisfaction. Managing Resident Relationships • Build and maintain strong relationships with residents, acting as a trusted advisor and ensuring their needs are met. • Develop and implement resident events or activities to enhance the community experience. • Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions in alignment with company policies by collaborating with the Operations Manager and other departments as needed. • Oversee and assist residents with all available property technology. Collaboration with Leasing and Sales Teams • Collaborate with the Sales & Leasing team to optimize leasing performance and align with property goals through standard communication channels and routine touchpoints. • Oversee the leasing process, including coordinating showings, drafting and executing lease agreements, and handling additional tasks as needed. • Analyze leasing and occupancy data for all rental units to identify trends and opportunities, providing recommendations to maximize occupancy rates and drive revenue growth. Operational Excellence • Supervise the management of resident data within property management software, ensuring accuracy and compliance with company policies. • Oversee day-to-day operations, including resident communications, managing move-ins & move-outs, collecting move-in checklists and maintenance coordination. • Collaborate with maintenance and operations teams to promptly address and resolve property concerns. • Submit Property Owners Protection Insurance Company (POPIC) claims in accordance with standard operating procedures (SOPs). • Manage delinquency and renewal processes as needed. Process Improvement and Reporting • Assess and improve processes and market research reporting to enhance resident satisfaction and operational efficiency. • Prepare and present regular reports on resident satisfaction, leasing performance, and operational key performance indicators (KPIs) to leadership. • Understand and adhere to standard operating procedures, implementing them as needed to improve team efficiency and service quality. EDUCATION, EXPERIENCE, AND SKILLS • Demonstrated passion for customer service. • Strong interpersonal skills with a customer focused mindset. • Strong verbal and written communication skills. • Minimum of three (3) years of experience in customer service leadership, property management, assistant management, or a hospitality-related role with direct reports. • 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 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