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Birge & Held · 1 day ago

Customer Experience Associate(Multi Family)

Bloomington, IN, US

Full-time

Onsite

Entry Level

$18/hr - $21/hr

1+ years exp

Birge & Held is committed to transforming lives through multifamily housing, and they are seeking a Customer Experience Associate to enhance resident satisfaction. This role involves building relationships with prospects and residents, addressing their needs, and collaborating with teams to ensure seamless operations.

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, 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

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

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

Qualification

Customer serviceProperty management softwareInterpersonal skillsSales experienceCommunication skillsProfessionalismProactive mindsetDesire for learningTime 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

Benefits

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.

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.