Customer Experience Associate

Company Overview

Birge & Held is an investment company that invests in communities to transform lives. We support three multifamily communities in Dublin, OH – Sawmill Ridge, Turkey Run, and Grafton – totaling 524 units.

The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This role focuses on 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. Success will be measured by achievement of predetermined key performance indicators (KPIs) and quarterly goals.

• Conduct all business in accordance with company policies, Fair Housing, the Americans with Disabilities Act, Fair Credit Reporting Act, and all laws pertaining to apartments.
• Engage proactively with prospects to build strong relationships and create a positive first impression.
• 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 Resident Screening team to optimize leasing performance and align with property goals through standard communication channels and routine touchpoints.
• Track and manage all leasing data within the company’s software systems.
• Coordinate with the Resident Screening team to confirm applications are processed timely and applicants are well informed and prepared for the move‑in procedure.

• 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.

• Partner with Resident Screening to ensure applications are processed quickly and accurately, and prepare residents and units for a smooth handoff to site for move‑in execution.
• Collaborate with Resident Services to ensure timely renewal pricing, communicate it, and document move‑out damages for accurate billbacks.
• Work alongside the Accounts Receivable 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 that enhance the resident experience.
• Understand and adhere to standard operating procedures.
• Collaborate with off‑site teams to ensure alignment, operational continuity, and overall success of the community or communities.

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer‑focused mindset.
• Strong verbal and written communication skills.
• One (1) 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) and customer relationship management tools.
• Exhibit professionalism and discretion in all interactions.
• Desire for professional development and continued learning.
• Ability to manage time effectively.
• Ability to perform at a high level in a fast‑paced…