Birge & Held

Compensation

Full Description

Supporting 6 Multifamily Communities Flour Mill, Main Street, Straight Creek, Centennial, UTE City Place, Bighorn Crossing (Steamboat Springs, Colorado), Total Units - 406 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 • Competitive compensation, bonus plans, retirement plan, medical, dental, vision, and life insurance for eligible employees. • A collaborative, progressive, team development environment. • Paid holidays and paid time off (including your birthday!) • 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. #INDHP