Customer Experience Associate

• Location 277 Bend Blvd, Westerville, OH 43081, United States
• Base Pay $17.80 - $22.25 / Hour
• Employee Type FT Non-Exempt

Birge & Held is a multifamily housing company focused on investing in communities to transform lives. We seek a Customer Experience Associate to deliver exceptional customer service to prospective and current residents, build strong relationships, understand needs, address day-to-day challenges, and collaborate with cross-functional teams to ensure seamless operations. Success is measured by attainment of KPIs and quarterly goals at the individual and community level.

• Relationship Building with Prospects
  • Conduct all business in accordance with company policies and procedures, Fair Housing, ADA, Fair Credit Reporting Act, and all laws pertaining to apartments.
  • Engage proactively with prospects to create a positive first impression of the company.
  • Assist potential residents by providing detailed information about available units, 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 preferences and requirements.
  • Develop understanding of apartment layouts, features, and amenities to address inquiries accurately.
  • 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.
• Data Management
  • Maintain accurate records within the property management software (Onesite).
  • Prepare and present regular reports on resident satisfaction, leasing performance, and operational KPIs to leadership.
• Collaboration with Central Property Operations
  • Resident Screening: coordinate with the Resident Screening team to process applications quickly and prepare for move-in handoff after screening and lease completion.
  • Resident Services (Renewals & Billbacks): ensure timely renewal pricing is available and communicated; document and submit move-out damages for accurate billbacks.
  • Accounts Receivable (AR): support collection efforts with on-the-ground resident context and deliver hard notices when needed.
• Day-to-Day Tasks
  • Assist with administrative tasks, including preparing leasing documents, updating resident records, and managing correspondence.
  • Support community events or initiatives to enhance resident experience.
  • 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 year or more in a customer service, sales, or customer-facing role.
• Self-starter with a proactive, solutions-driven mindset.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office, and CRM tools.
• Professionalism and discretion in interactions with coworkers, residents, vendors, and the community.
• Desire for professional development and continued learning.
• Time management skills and ability to perform in a fast-paced environment.

• Generous PTO up to 18 days per year, plus holidays and a birthday-related day off. Military service may include a paid Veterans Day off.
• 8 hours of Volunteer PTO each year.
• Paid parental leave and paid childbirth leave.
• Monthly commission opportunities and quarterly bonuses based on site KPIs.
• Employee discounts at Birge & Held properties.
• Wellness program with gym reimbursements and access to health coaching.
• Medical, dental, and vision plans with online benefits tools.
• 401(k) with employer contributions and automatic life insurance enrollment with options for supplemental coverage.
• Tuition reimbursement and Talent Development support to grow your career.
• Recognition as a Top Workplace, with valued contributions acknowledged.

Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.