Customer Experience Associate

Supporting 3 multifamily communities: Cheswick Village, Franklin Park, and Salem Courthouse (West Lafayette, IN) – 531 units total.

About the role

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 predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level.

Responsibilities

• 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.
• 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.
• 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.
• 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 the Resident Screening team to ensure applications are processed quickly and accurately, and prepare residents and units for move-in execution.
• Collaborate with Resident Services to ensure timely renewal pricing is communicated and move-out damages are documented and submitted promptly.
• Work alongside the Accounts Receivable team by providing on-the-ground resident context, assisting with delivery of hard notices, and supporting collection efforts.
• 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.

Requirements

• 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 to address concerns and 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 in all interactions with coworkers, residents, vendors, and the community.
• Desire for professional development and continued learning.
• Ability to manage one’s time effectively.
• Ability to perform at a high level in a fast-paced work environment while adapting to changing priorities and demands.

Benefits

• Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year, plus 12 full days and two half-day holidays (including a floating holiday and your birthday). Veterans receive Veterans Day as a paid day off.
• 8 hours of Volunteer Paid Time Off (PTO) each year to support a cause or organization of your choice.
• Supportive leave benefits, including 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 with up to $25 in monthly gym membership reimbursements and access to certified health coaches.
• Competitive dental, vision, and comprehensive medical plans with convenient online tools to manage healthcare benefits.
• 401(k) plan with competitive employer contributions.
• Company-paid basic life insurance policy with the option to elect supplemental life insurance, Long-Term Disability (LTD), Short-Term Disability (STD), and Critical Illness Insurance.
• Career growth through a dedicated Talent Development team and tuition reimbursement program.
• Be part of an organization consistently recognized as one of the Top Workplaces in the USA.