Customer Experience Associate

BIRGE & HELD – INVESTING IN COMMUNITIES TO TRANSFORM LIVES.

Supporting 2 Multifamily Communities:
The Fields and 46 Flats (Bloomington, IN) – 453 units.

The 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.

Success will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level.

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and other applicable laws.
• 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 suitable units based on preferences and requirements.
• Develop thorough understanding of apartment layouts, features, and community amenities to address inquiries with confidence and accuracy.

• Serve as 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.

• 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 KPIs to leadership.

• Resident Screening:
  Partner with the Resident Screening team to ensure applications are processed quickly and accurately, while preparing residents and units for a smooth handoff back to the site for move‑in execution after screening and lease completion.
• Resident Services (Renewals & Billbacks):
  Collaborate with Resident Services to ensure timely renewal pricing is available and communicated, and that move‑out damages are documented and submitted promptly to support accurate billbacks.
• Accounts Receivable (AR):
  Work alongside the AR team by providing on‑the‑ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication.

• 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.

• 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.
• 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 CRM tools.
• Exhibit professionalism and discretion throughout 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…