Multi-Site Customer Experience Associate; Multi-Family

Position: Multi-Site Customer Experience Associate (Multi-Family)

Multi‑Site Customer Experience Associate (Multi‑Family)

Join Birge & Held as a Multi‑Site Customer Experience Associate to deliver exceptional service and support to prospective and current residents across multiple multifamily communities.

Base Pay Range

$17.80/hr – $22.25/hr

Who We Are

Investing in Communities to Transform Lives.
Birge & Held supports three multifamily communities:
Grafton, Sawmill Ridge, and Turkey Run Property (OH) – 524 units.

We are a company that believes in the value of excitement and energy in multifamily housing. Employees exhibit a passion for people, demonstrate leadership at every level, and are always learning and innovating. Through these core values, we make our purpose a reality.

Position Overview

The Multi‑Site Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. The incumbent fosters strong relationships, understands unique needs, addresses day‑to‑day challenges, and collaborates with cross‑functional teams to ensure seamless operations. This role is measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level.

Key Responsibilities Relationship Building with Prospects

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other relevant laws.
• Engage proactively with prospects to build strong relationships and create a positive first impression.
• Assist potential residents by providing detailed information about 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 suitable units based on preferences and requirements.
• Develop a thorough understanding of apartment layouts, features, and community amenities to address inquiries with confidence and accuracy.

Resident Resolution

• Serve as the primary point of contact for resident concerns, ensuring timely responses and resolutions.
• Troubleshoot and resolve minor resident concerns, including maintenance requests, billing questions, and general inquiries.

Collaboration with Sales and Leasing Teams

• 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.

Data Management

• 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.

Day‑to‑Day Tasks

• Assist in handling administrative tasks, such as 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.

Education, Experience, and Skills

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer‑focused mindset.
• Strong verbal and written communication skills.
• At least one year 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 Microsoft Office/CRM tools.
• Professionalism and discretion in all interactions.
• Desire for professional development and continuous learning.
• Time‑management skills.
• Ability to perform at a high level in a fast‑paced environment while adapting to changing priorities.

What We Offer

• Generous paid time‑off: up to 18 days PTO per year, plus holidays, a floating holiday, birthday off, and Veterans Day for military personnel.
• Volunte…