Customer Experience Associate

Birge & Held is a multifamily housing company based in Lexington, KY, and manages three communities totaling 762 units.

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

• Conduct all business in accordance with company policies and applicable 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.

• Conduct needs assessments to match prospects with suitable units.
• Develop a thorough understanding of apartment layouts, features, and community amenities to address inquiries confidently.

• 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.

• Maintain accurate and up‑to‑date records within the company’s property management software (e.g., Onesite).
• Prepare and present regular reports on resident satisfaction, leasing performance, and operational KPIs to leadership.

• Partner with the Resident Screening team to ensure applications are processed quickly and accurately.
• Collaborate with Resident Services to ensure timely renewal pricing and documentation of move‑out damages.
• Work with the Accounts Receivable team to support collection efforts and deliver hard notices as needed.

• Assist in handling 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.

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer‑focused mindset.
• Strong verbal and written communication skills.
• One (1) year or more of customer service, sales, or customer‑facing experience.
• Self‑starter with a proactive, solutions‑driven mindset.
• Proficiency in property management software (e.g., Onesite, Yardi) and Microsoft Office suite.
• Professionalism and discretion in all interactions.
• Desire for professional development and continued learning.
• Ability to manage time and perform at a high level in a fast‑paced environment.

• Generous paid time‑off: up to 18 days of PTO per year, 12 full days and two half days of holidays, floating holiday and birthday. Veterans Day paid off if applicable.
• 8 hours of Volunteer Paid Time Off each year.
• Up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Monthly commission opportunities and quarterly bonuses based on KPIs.
• Exclusive employee discounts at Birge & Held properties.
• Wellness program: up to $25/month gym reimbursement and access to certified health coaches.
• Competitive dental, vision, and medical plans with online tools.
• 401(k) plan with competitive employer contributions.
• Automatic enrollment in basic life insurance and optional supplemental life, LTD, STD, and critical illness insurance.
• Tuition reimbursement program and Talent Development support.
• Recognition as one of the top workplaces in the USA.

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