Birge & Held
Customer Experience Associate (Multi Family)
Birge & Held, Colorado Springs, Colorado, United States, 80509
Customer Experience Associate (Multi Family)
Join to apply for the
Customer Experience Associate (Multi Family)
role at
Birge & Held . Base pay range
$18.00/hr - $20.00/hr Who We Are
Birge & Held Investing in Communities to Transform Lives. Supporting 1 Multifamily Community – 280 Units. 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 towards a shared vision. Through these core values – Passion for People, Leadership at Every Level, and Always Learning & Innovating – we make our purpose a reality: “Investing in Communities to Transform Lives.” Position Overview
The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This individual is responsible for fostering strong relationships, understanding the unique needs of prospects and residents, addressing day‑to‑day challenges, and collaborating with cross‑functional teams to ensure seamless operations. They act as the first point of on‑site contact for residents and prospects, representing the company’s commitment to quality and satisfaction. Success is measured by attainment of 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 procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments. 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 years in a customer service, sales, or customer‑facing role. Be a self‑starter with a proactive, solutions‑driven mindset to address concerns and effectively implement next steps. Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools. Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community. A desire for professional development and continued learning. Ability to manage one’s time. Ability to perform at a high level in a fast‑paced work environment while successfully adapting to changing priorities and demands. What We Offer
Generous paid time‑off policy including up to 18 days of PTO per year, 12 full days and two half‑day holidays, a floating holiday, birthday day off, and Veterans Day for military service members. 8 hours of Volunteer Paid Time Off (PTO) each year to support a cause or organization of your choice. Up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave. Monthly commission opportunities and additional quarterly bonuses based on site‑specific KPIs. Exclusive employee discounts at Birge & Held properties. Robust wellness program: up to $25/month gym membership reimbursement and access to certified health coaches. Competitive dental, vision, and comprehensive medical plans with convenient online tools. 401(k) plan with competitive employer contributions. Automatic enrollment in company‑paid basic life insurance with optional supplemental coverage, including LTD, STD, and Critical Illness Insurance. Monthly phone stipend up to $50. Career development through a dedicated Talent Development team and tuition reimbursement program. Recognition as one of the Top Workplaces in the USA. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. Seniority level
Entry level Employment type
Full‑time Job function
Other
#J-18808-Ljbffr
Join to apply for the
Customer Experience Associate (Multi Family)
role at
Birge & Held . Base pay range
$18.00/hr - $20.00/hr Who We Are
Birge & Held Investing in Communities to Transform Lives. Supporting 1 Multifamily Community – 280 Units. 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 towards a shared vision. Through these core values – Passion for People, Leadership at Every Level, and Always Learning & Innovating – we make our purpose a reality: “Investing in Communities to Transform Lives.” Position Overview
The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This individual is responsible for fostering strong relationships, understanding the unique needs of prospects and residents, addressing day‑to‑day challenges, and collaborating with cross‑functional teams to ensure seamless operations. They act as the first point of on‑site contact for residents and prospects, representing the company’s commitment to quality and satisfaction. Success is measured by attainment of 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 procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments. 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 years in a customer service, sales, or customer‑facing role. Be a self‑starter with a proactive, solutions‑driven mindset to address concerns and effectively implement next steps. Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools. Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community. A desire for professional development and continued learning. Ability to manage one’s time. Ability to perform at a high level in a fast‑paced work environment while successfully adapting to changing priorities and demands. What We Offer
Generous paid time‑off policy including up to 18 days of PTO per year, 12 full days and two half‑day holidays, a floating holiday, birthday day off, and Veterans Day for military service members. 8 hours of Volunteer Paid Time Off (PTO) each year to support a cause or organization of your choice. Up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave. Monthly commission opportunities and additional quarterly bonuses based on site‑specific KPIs. Exclusive employee discounts at Birge & Held properties. Robust wellness program: up to $25/month gym membership reimbursement and access to certified health coaches. Competitive dental, vision, and comprehensive medical plans with convenient online tools. 401(k) plan with competitive employer contributions. Automatic enrollment in company‑paid basic life insurance with optional supplemental coverage, including LTD, STD, and Critical Illness Insurance. Monthly phone stipend up to $50. Career development through a dedicated Talent Development team and tuition reimbursement program. Recognition as one of the Top Workplaces in the USA. Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce. Seniority level
Entry level Employment type
Full‑time Job function
Other
#J-18808-Ljbffr