Birge & Held
Customer Experience Associate (Multi Family)
Join Birge & Held as a Customer Experience Associate for our 740‑Unit Multifamily Community, Lakeshore Apartments (Indianapolis, IN). This full‑time role supports both prospective and current residents.
Base Pay Range $17.00/hr – $19.00/hr
Position Overview The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. You will be the first point of on‑site contact, fostering strong relationships, addressing day‑to‑day challenges, and collaborating with cross‑functional teams to ensure seamless operations. Performance is measured by key performance indicators (KPIs) and quarterly goals.
Key Responsibilities
Conduct all business in accordance with company policies, Fair Housing, ADA, FCRA, and all relevant laws.
Build relationships with prospects and create a positive first impression.
Provide detailed information about available units, amenities, and leasing options.
Follow up leads from the off‑site sales and leasing team to support lease closings.
Implement and support resident events or activities to enhance the community experience.
Conduct needs assessments to match prospects with suitable units.
Serve as the primary point of contact for resident concerns and resolve issues such as maintenance requests and billing questions.
Collaborate with Sales & Leasing to optimize leasing performance and coordinate apartment showings and move‑in/move‑out processes.
Maintain accurate records in property‑management software (Onesite) and prepare regular reports on resident satisfaction and leasing performance.
Assist with administrative tasks, including leasing documents and correspondence, and support community initiatives.
Education, Experience, and Skills
Passion for customer service and a customer‑focused mindset.
Strong interpersonal, verbal, and written communication skills.
At least one year of experience in a customer service, sales, or customer‑facing role.
Self‑starter with a proactive, solutions‑driven approach.
Proficiency in property‑management software (e.g., Onesite, Yardi) and Microsoft Office.
Professionalism, discretion, and a desire for professional development.
Ability to manage time and thrive in a fast‑paced environment.
What We Offer
Paid time off: up to 18 days of PTO per year, 12 full days and two half‑day holidays, floating holiday, birthday leave, and Veterans Day leave for military veterans.
Volunteer paid leave: 8 hours each year.
Earned leave: up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
Monthly commission opportunities and quarterly bonuses based on KPIs.
Employee discounts on Birge & Held properties.
Wellness program with up to $25/month gym reimbursement and access to health coaches.
Comprehensive medical, dental, and vision plans.
401(k) plan with employer contributions.
Basic life insurance with optional supplemental coverage (LTD, STD, Critical Illness).
Phone stipend up to $50/month.
Talent development and tuition reimbursement.
Acknowledged as one of the Top Workplaces in the USA.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.
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Base Pay Range $17.00/hr – $19.00/hr
Position Overview The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. You will be the first point of on‑site contact, fostering strong relationships, addressing day‑to‑day challenges, and collaborating with cross‑functional teams to ensure seamless operations. Performance is measured by key performance indicators (KPIs) and quarterly goals.
Key Responsibilities
Conduct all business in accordance with company policies, Fair Housing, ADA, FCRA, and all relevant laws.
Build relationships with prospects and create a positive first impression.
Provide detailed information about available units, amenities, and leasing options.
Follow up leads from the off‑site sales and leasing team to support lease closings.
Implement and support resident events or activities to enhance the community experience.
Conduct needs assessments to match prospects with suitable units.
Serve as the primary point of contact for resident concerns and resolve issues such as maintenance requests and billing questions.
Collaborate with Sales & Leasing to optimize leasing performance and coordinate apartment showings and move‑in/move‑out processes.
Maintain accurate records in property‑management software (Onesite) and prepare regular reports on resident satisfaction and leasing performance.
Assist with administrative tasks, including leasing documents and correspondence, and support community initiatives.
Education, Experience, and Skills
Passion for customer service and a customer‑focused mindset.
Strong interpersonal, verbal, and written communication skills.
At least one year of experience in a customer service, sales, or customer‑facing role.
Self‑starter with a proactive, solutions‑driven approach.
Proficiency in property‑management software (e.g., Onesite, Yardi) and Microsoft Office.
Professionalism, discretion, and a desire for professional development.
Ability to manage time and thrive in a fast‑paced environment.
What We Offer
Paid time off: up to 18 days of PTO per year, 12 full days and two half‑day holidays, floating holiday, birthday leave, and Veterans Day leave for military veterans.
Volunteer paid leave: 8 hours each year.
Earned leave: up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
Monthly commission opportunities and quarterly bonuses based on KPIs.
Employee discounts on Birge & Held properties.
Wellness program with up to $25/month gym reimbursement and access to health coaches.
Comprehensive medical, dental, and vision plans.
401(k) plan with employer contributions.
Basic life insurance with optional supplemental coverage (LTD, STD, Critical Illness).
Phone stipend up to $50/month.
Talent development and tuition reimbursement.
Acknowledged as one of the Top Workplaces in the USA.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.
#J-18808-Ljbffr