Customer Experience Associate

## Description **B I R G E & H E L D** *Investing in Communities to Transform Lives.* **Supporting 3 Multifamily Communities - 644 Units** Timbers, Sheldon Park, and Provenance at Polaris **WHO WE ARE** 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. At Birge & Held, 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.” **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. The success of this role will be measured by attainment of predetermined 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, as they are integrated into the property portfolio(s), 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. **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 key performance indicators (KPIs) to leadership. **Collaboration with Central Property Operations** - Resident Screening: Partner with the Resident Screening team to ensure applications are processed quickly and accurately, while preparing residents and units for a smooth handoff back to the site for move-in execution after screening and lease completion. - Resident Services (Renewals & Billbacks): Collaborate with Resident Services to ensure timely renewal pricing is available and communicated, and that move-out damages are documented and submitted promptly to support accurate billbacks. - Accounts Receivable (AR): Work alongside the AR team by providing on-the-ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication. **Day-to-Day Tasks** - Assist in handling various administrative tasks, including preparing leasing documents, updating…