Customer Experience Associate

Location: Indianapolis

Base Pay Range

$16.18/hr - $20.23/hr

Position Overview

The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This individual fosters strong relationships, understands the unique needs of prospects and residents, addresses day‑to‑day challenges, and collaborates with cross‑functional teams to ensure seamless operations. They act as the first on‑site point of contact, 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.

Key Responsibilities Relationship Building with Prospects

• Conduct all business in accordance with company policies and legal regulations.
• Engage proactively with prospects to build strong relationships.
• Provide detailed information about available units, amenities, and leasing options.
• Follow up with leads from the off‑site sales and leasing teams to support lease closings.
• 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.
• Understand apartment layouts, features, and amenities to address inquiries accurately.

Resident Resolution

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

Collaboration with Sales and Leasing Teams

• Collaborate to optimize leasing performance and align with property goals.
• Track and manage leasing data within the company’s software systems.
• Coordinate scheduled apartment showings, move‑in/move‑out processes.

Data Management

• Maintain accurate records within the company’s property management software.
• Prepare and present regular reports on resident satisfaction, leasing performance, and KPIs.

Day‑to‑Day Tasks

• Assist with administrative tasks such as preparing leasing documents and updating resident records.
• Support community events or initiatives to enhance resident experience.
• Understand and adhere to standard operating procedures.
• Collaborate with off‑site teams to ensure operational continuity.

Education, Experience, and Skills

• Demonstrated passion for customer service.
• Strong interpersonal and customer‑focused mindset.
• Excellent 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 CRM tools.
• Professionalism and discretion in all interactions.
• Desire for professional development and continued learning.
• Time‑management skills.
• Ability to perform at a high level in a fast‑paced environment.
• Bilingual – English/Spanish required.

What We Offer

• Paid time‑off policy up to 18 days of PTO, 12 full holidays, floating holiday, and your birthday off.
• Volunteer Paid Time Off (PTO) – 8 hours each year.
• Supportive leave benefits: up to 3 weeks paid parental leave and 6 weeks paid childbirth leave.
• Monthly commission opportunities and quarterly bonuses based on KPIs.
• Exclusive employee discounts at Birge & Held properties.
• Wellness program with up to $25/month gym reimbursement, health coach access.
• Competitive dental, vision, comprehensive medical plans and online benefit tools.
• 401(k) plan with competitive employer contributions.
• Automatic enrollment in company basic life insurance, optional supplemental coverages.
• Monthly phone stipend up to $50.
• Tuition reimbursement and Talent Development support.
• Recognized as one of the Top Workplaces in the USA.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Other

Equal Opportunity Employer

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

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