Birge & Held
Multi-Site Customer Experience Associate (Multi Family)
Birge & Held, Miami Gardens, Florida, United States
Multi‑Site Customer Experience Associate (Multi Family) Birge & Held • Miami Gardens, FL, United States
WHO WE ARE Birge & Held
is committed to bringing excitement and energy to multifamily housing. We expect every employee to be a leader working collaboratively towards a shared vision. Our core values are Passion for People, Leadership at Every Level, and Always Learning & Innovating. Through these values we make our purpose a reality: "Investing in Communities to Transform Lives."
POSITION OVERVIEW The Multi‑Site Customer Experience Associate delivers exceptional customer service to prospective and current residents. They foster strong relationships, understand unique needs of prospects and residents, address day‑to‑day challenges, and collaborate 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 predetermined KPIs and quarterly goals at the individual and community level.
KEY RESPONSIBILITIES
Conduct all business in accordance with company policies and procedures, Fair Housing, ADA, FCRA, 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 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, or similar), Microsoft Office suite, and CRM tools.
Professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
Desire for professional development and continuous learning.
Ability to manage time and perform at a high level in a fast‑paced work environment while adapting to changing priorities and demands.
WHAT WE OFFER
Work‑life balance with generous paid time‑off policy, up to 18 days of PTO per year and additional holiday benefits.
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 site‑specific KPIs.
Exclusive employee discounts at Birge & Held properties.
Robust wellness program with up to $25 in monthly gym membership reimbursements and access to certified health coaches.
Competitive dental, vision, and comprehensive medical plans.
401(k) plan with competitive employer contributions.
Automatic enrollment in paid basic life insurance with optional supplemental life, long‑term disability, short‑term disability, and critical illness insurance.
Monthly phone stipend of up to $50.
Tuition reimbursement program and dedicated Talent Development team.
Recognition as one of the Top Workplaces in the USA.
EQUITY STATEMENT Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.
#INDOS Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.
#J-18808-Ljbffr
WHO WE ARE Birge & Held
is committed to bringing excitement and energy to multifamily housing. We expect every employee to be a leader working collaboratively towards a shared vision. Our core values are Passion for People, Leadership at Every Level, and Always Learning & Innovating. Through these values we make our purpose a reality: "Investing in Communities to Transform Lives."
POSITION OVERVIEW The Multi‑Site Customer Experience Associate delivers exceptional customer service to prospective and current residents. They foster strong relationships, understand unique needs of prospects and residents, address day‑to‑day challenges, and collaborate 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 predetermined KPIs and quarterly goals at the individual and community level.
KEY RESPONSIBILITIES
Conduct all business in accordance with company policies and procedures, Fair Housing, ADA, FCRA, 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 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, or similar), Microsoft Office suite, and CRM tools.
Professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
Desire for professional development and continuous learning.
Ability to manage time and perform at a high level in a fast‑paced work environment while adapting to changing priorities and demands.
WHAT WE OFFER
Work‑life balance with generous paid time‑off policy, up to 18 days of PTO per year and additional holiday benefits.
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 site‑specific KPIs.
Exclusive employee discounts at Birge & Held properties.
Robust wellness program with up to $25 in monthly gym membership reimbursements and access to certified health coaches.
Competitive dental, vision, and comprehensive medical plans.
401(k) plan with competitive employer contributions.
Automatic enrollment in paid basic life insurance with optional supplemental life, long‑term disability, short‑term disability, and critical illness insurance.
Monthly phone stipend of up to $50.
Tuition reimbursement program and dedicated Talent Development team.
Recognition as one of the Top Workplaces in the USA.
EQUITY STATEMENT Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.
#INDOS Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.
#J-18808-Ljbffr