Customer Experience Associate

BIRGE & HELD

Investing in Communities to Transform Lives.

314 Unit Multifamily Community:
Steeplechase on Maple (Omaha, NE)

It’s fun to work in a company where people truly believe in what they are doing. At Birge & Held, we are committed to bringing excitement and energy to the business of multifamily housing. We expect every employee within our organization to be a leader, working in a collaborative environment toward a shared vision.

Our employees have a passion for people, demonstrate leadership at every level, and are always learning & innovating. Through these core values, we make our purpose a reality: “Investing in Communities to Transform Lives.”

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 point of on‑site contact, representing the company’s commitment to quality and satisfaction. Success is measured by attainment of predetermined KPIs and quarterly goals.

• 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 with 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.
• Develop a thorough understanding of apartment layouts, features, and community amenities to address inquiries with confidence.

• 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.
• Track and manage all leasing data within the company’s software systems.
• Coordinate with Resident Screening to ensure applications are processed timely and applicants are prepared for move‑in.

• 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 timely application processing and smooth hand‑off for move‑in execution.
• Collaborate with Resident Services for renewal pricing and move‑out damage documentation.
• Work with Accounts Receivable by providing on‑ground resident context and supporting collection efforts.

• Assist with administrative tasks such as preparing leasing documents, updating resident records, and managing correspondence.
• Support community events or initiatives to enhance resident experience.
• Understand and adhere to standard operating procedures.
• Collaborate with off‑site teams to ensure alignment, operational continuity, and 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 year or more experience in a customer service, sales, or customer‑facing role.
• Proactive, solutions‑driven mindset to address concerns and implement next steps.
• Proficiency in property management software (Onesite, Yardi, or similar), Microsoft Office suite, and CRM tools.
• Professionalism and discretion in all interactions with coworkers, residents,…