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Birge & Held · 1 day ago

Multi-Site Customer Experience Associate (Multi-Family)

Dublin, OH

Full-time

Onsite

Entry Level

$17/hr - $22/hr

1+ years exp

Birge & Held is a company committed to investing in communities to transform lives. The Multi-Site Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents, fostering strong relationships, and ensuring seamless operations across multiple multifamily communities.

Property ManagementReal Estate

Responsibilities

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

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

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

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

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

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

Qualification

Customer ServiceProperty Management SoftwareInterpersonal SkillsCommunication SkillsProactive MindsetCRM ToolsTime Management

Required

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