Multi-Site Customer Experience Associate; Multi Family

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

Multi‑Site Customer Experience Associate (Multi Family)

We invite you to apply for the Multi‑Site Customer Experience Associate (Multi Family) role at Birge & Held
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Base Pay Range

$17.80/hr – $22.25/hr

BIRGE & H E L D invests in communities to transform lives. We support two multifamily communities – Steeplechase on Parkview and Reserve on Dawson’s Creek (Fort Wayne, IN) – with a total of 538 units.

At Birge & Held, we are committed to bringing excitement and energy to the business of multifamily housing. Every employee is expected to be a leader who works collaboratively toward a shared vision.

We embrace 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: “Investing in Communities to Transform Lives.”

Position Overview

The Multi‑Site Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. You will foster strong relationships, understand unique needs, address day‑to‑day challenges, and collaborate with cross‑functional teams to ensure seamless operations. As the first on‑site contact for residents and prospects, you represent the company’s commitment to quality and satisfaction. Success is measured by predetermined key performance indicators (KPIs) and quarterly goals at both individual and community levels.

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 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.

Understanding Prospect and Resident Needs

• 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.

Resident Resolution

• 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.

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 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.

Education, Experience, and Skills

• 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 to address concerns and implement next steps.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and CRM tools.
• Professionalism and discretion throughout all…