Birge & Held · 1 day ago
Customer Experience Manager (Multi Family)
Indianapolis, IN, US
Full-time
Onsite
Mid, Senior Level
$52K/yr - $56K/yr
3+ years expBirge & Held is a company committed to investing in communities to transform lives. The Customer Experience Manager leads efforts to create exceptional experiences for prospects and residents by overseeing resident interactions, resolving concerns efficiently, and ensuring operational excellence.
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
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
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
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
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
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
Qualification
Required
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
Benefits
Up to 18 days of PTO per year
12 full days and two half day holidays including a floating holiday and your birthday
8 hours of Volunteer Paid Time Off (PTO) each year
Up to 3 weeks of paid parental leave
6 weeks of paid childbirth leave
Monthly commission opportunities
Additional quarterly bonuses
Exclusive employee discounts at Birge & Held properties
Robust wellness program that supports your physical, mental, and emotional health
Up to $25 in monthly gym membership reimbursements
Competitive dental, vision, and comprehensive medical plans
401(k) plan that includes competitive employer contributions
Company paid basic life insurance policy
Opportunity to elect supplemental life insurance
Long-Term Disability (LTD)
Short-Term Disability (STD)
Critical Illness Insurance
Tuition reimbursement program
Company
Birge & Held
Birge & Held is a private equity real estate investment firm, provides real estate investment, property management & construction services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Andrew Held
President & COO
Sarah (Lapp) Souers, MBA
Strategic Partnership Manager
Recent News
2025-07-04
2025-07-02
Business Wire
2025-05-17
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