Customer Experience Associate
Birge & Held · Indianapolis, IN · 1 mo ago
OTHRFull-time
We need to output HTML fragment with sections: About the role? The posting includes "Brief Description", "Who We Are", "Position Overview", "Key Responsibilities", "Education, Experience, And Skills", "What We Offer". Also maybe "Benefits" etc.
We must not repeat job title as heading. Use for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose.
We need to include sections only when posting has real specific content. No filler.
We must preserve all substantive info, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is "Birge & Held is an Equal Opportunity Employer..." which is EEO boilerplate; remove. Also "#INDOS" maybe a tag; remove.
We need to parse content.
Let's extract sections:
Brief Description: "B I R G E & H E L D Investing in Communities to Transform Lives. 144 Unit Multifamily Community The Plaza at Central Greens (Indianapolis, IN)". This is like a tagline and location. Could be considered "About the role"? Actually it's description of company and property. Could be placed under "About the role" or maybe "About the company". But allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can use "About the role" for overview of role and company. Or we could use "About the role" for position overview. The "Who We Are" could be part of About the role.
We need to decide sections: maybe "About the role", "Responsibilities", "Qualifications", "Skills", "Benefits". Also maybe "Education, Experience, And Skills" could be split into Qualifications and Skills. The posting includes "Education, Experience, And Skills" with bullet-like list (though not bullet). We'll need to turn into
- . Also "What We Offer" is benefits.
We need to avoid headings with filler. Ensure each heading has content.
Let's extract content for each.
**About the role**: Could combine Brief Description, Who We Are, Position Overview. Let's gather prose.
Brief Description: "B I R G E & H E L D Investing in Communities to Transform Lives. 144 Unit Multifamily Community The Plaza at Central Greens (Indianapolis, IN)". That's a bit odd with spaces. We'll keep as is.
Who We Are: paragraph about fun to work, commitment, values.
Position Overview: description of role.
We'll combine into a few paragraphs under
About the role
.
**Responsibilities**: from "Key Responsibilities" and subpoints: Relationship Building with Prospects, Understanding Prospect and Resident Needs, Resident Resolution, Data Management, Collaboration with Central Property Operations, Day-to-Day Tasks. Each has bullet-like sentences. We'll turn each bullet into - . Might need to keep the subheading as part of list? Could keep as
- with bold? But we just need to output list items; we can include the heading text as part of each
- . Eg: "
- Relationship Building with Prospects: Conduct all business ...
".
We need to preserve all detail.
Let's extract each bullet text.
From posting:
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 resident records, and managing correspondence.
- Support community events or initiatives aimed at enhancing resident experience.
- Understand and adhere to standard operating procedures.
We'll combine all into one list.
**Qualifications**: from "Education, Experience, And Skills" includes education? Actually it's "Education, Experience, And Skills". It lists: 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.
We could split into Qualifications (education/experience) and Skills. But we have limited headings; we could use "Qualifications" for the experience/education part, and "Skills" for the skills part. However the posting lumps them. We could just make one section "Qualifications" and include all bullet points. Or we could make two sections: "Qualifications" for education/experience (One year experience) and "Skills" for the rest. But we need to avoid thin sections. Perhaps better to have one section "Qualifications" containing all bullet points. Or we could have "Skills" for the skill-based items and keep "Qualifications" for experience. Let's see: The heading list includes Qualifications and Skills separate. We could use both.
Qualifications: Education, Experience (One year or more in customer service, sales, or customer facing role). Also maybe "Demonstrated passion for customer service" could be skill. But we can decide.
Let's extract:
Education/Experience: One (1) year or more years in a customer service, sales, or customer facing role. (No explicit education requirement). Could also include "Demonstrated passion for customer service" as a qualification.
Skills: Strong interpersonal skills, strong verbal and written communication skills, self-starter proactive solutions-driven mindset, proficiency in property management software, MS Office, CRM, professionalism, desire for professional development, ability to manage time, ability to perform high level in fast-paced environment.
We'll create two sections: Qualifications
with - One (1) year or more years in a customer service, sales, or customer facing role.
- Demonstrated passion for customer service.
And Skills
with list of the rest.
But we need to ensure we don't lose any detail. Let's list all items from that section:
- 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.
We'll split.
Qualifications: maybe "One (1) year or more years in a customer service, sales, or customer facing role." and "Demonstrated passion for customer service." (though passion could be skill). We'll include both.
Skills: the rest.
Now Benefits: from "What We Offer". We'll create Benefits
with list.
Extract bullet points:
- Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year.
- In addition to traditional PTO, you’ll receive 12 full days and two half day holidays including a floating holiday and your birthday.
- Separately, if you’ve served in the military, you’ll receive Veterans Day as a paid day off.
- Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice.
- Take advantage of supportive leave benefits, including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
- Boost your earnings with monthly commission opportunities and additional quarterly bonuses, both based on site-specific Key Performance Indicators (KPIs), giving you the chance to be rewarded for your performance and contributions.
- Save on living expenses with exclusive employee discounts at Birge & Held properties.
- Prioritize your well-being with a robust wellness program that supports your physical, mental, and emotional health. Enjoy up to $25 in monthly gym membership reimbursements and gain access to certified health coaches dedicated to helping you achieve your personal wellness goals.
- Access competitive dental, vision, and comprehensive medical plans to ensure you and your family receive the care you need, along with convenient online tools to help you manage your healthcare benefits with ease.
- Enjoy peace of mind today and tomorrow with a 401(k) plan that includes competitive employer contributions.
- Receive automatic enrollment in the company paid basic life insurance policy with the opportunity to elect supplemental life insurance.
- With employment at Birge & Held you have the ability to elect additional ancillary benefit options including but not limited to, Long-Term Disability (LTD), Short-Term Disability (STD) and Critical Illness Insurance that provides extra protection against unexpected health challenges.
- Grow your career through the support of a dedicated Talent Development team and a tuition reimbursement program. Whether you're building new skills, exploring new roles, or pursuing a degree, you'll have the resources and guidance to reach your full potential.
- Be part of an organization consistently recognized as one of the Top Workplaces in the USA, where your contributions are valued and celebrated.
We need to ensure we don't include EEO line at end. Also remove "#INDOS". Also remove any duplicated lines? Not seeing duplicates.
Now we need to ensure we don't include Pay or Schedule sections because not specified. So we omit those.
Now we need to output HTML fragment only
for prose. We need to include sections only when posting has real specific content. No filler. We must preserve all substantive info, not invent or summarize away detail. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At end there is "Birge & Held is an Equal Opportunity Employer..." which is EEO boilerplate; remove. Also "#INDOS" maybe a tag; remove. We need to parse content. Let's extract sections: Brief Description: "B I R G E & H E L D Investing in Communities to Transform Lives. 144 Unit Multifamily Community The Plaza at Central Greens (Indianapolis, IN)". This is like a tagline and location. Could be considered "About the role"? Actually it's description of company and property. Could be placed under "About the role" or maybe "About the company". But allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can use "About the role" for overview of role and company. Or we could use "About the role" for position overview. The "Who We Are" could be part of About the role. We need to decide sections: maybe "About the role", "Responsibilities", "Qualifications", "Skills", "Benefits". Also maybe "Education, Experience, And Skills" could be split into Qualifications and Skills. The posting includes "Education, Experience, And Skills" with bullet-like list (though not bullet). We'll need to turn into
- . Also "What We Offer" is benefits.
We need to avoid headings with filler. Ensure each heading has content.
Let's extract content for each.
**About the role**: Could combine Brief Description, Who We Are, Position Overview. Let's gather prose.
Brief Description: "B I R G E & H E L D Investing in Communities to Transform Lives. 144 Unit Multifamily Community The Plaza at Central Greens (Indianapolis, IN)". That's a bit odd with spaces. We'll keep as is.
Who We Are: paragraph about fun to work, commitment, values.
Position Overview: description of role.
We'll combine into a few paragraphs under
About the role
. **Responsibilities**: from "Key Responsibilities" and subpoints: Relationship Building with Prospects, Understanding Prospect and Resident Needs, Resident Resolution, Data Management, Collaboration with Central Property Operations, Day-to-Day Tasks. Each has bullet-like sentences. We'll turn each bullet into - . Might need to keep the subheading as part of list? Could keep as
- with bold? But we just need to output list items; we can include the heading text as part of each
- . Eg: "
- Relationship Building with Prospects: Conduct all business ... ". We need to preserve all detail. Let's extract each bullet text. From posting: 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 resident records, and managing correspondence. - Support community events or initiatives aimed at enhancing resident experience. - Understand and adhere to standard operating procedures. We'll combine all into one
- One (1) year or more years in a customer service, sales, or customer facing role.
- Demonstrated passion for customer service.
- list.
**Qualifications**: from "Education, Experience, And Skills" includes education? Actually it's "Education, Experience, And Skills". It lists: 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.
We could split into Qualifications (education/experience) and Skills. But we have limited headings; we could use "Qualifications" for the experience/education part, and "Skills" for the skills part. However the posting lumps them. We could just make one section "Qualifications" and include all bullet points. Or we could make two sections: "Qualifications" for education/experience (One year experience) and "Skills" for the rest. But we need to avoid thin sections. Perhaps better to have one section "Qualifications" containing all bullet points. Or we could have "Skills" for the skill-based items and keep "Qualifications" for experience. Let's see: The heading list includes Qualifications and Skills separate. We could use both.
Qualifications: Education, Experience (One year or more in customer service, sales, or customer facing role). Also maybe "Demonstrated passion for customer service" could be skill. But we can decide.
Let's extract:
Education/Experience: One (1) year or more years in a customer service, sales, or customer facing role. (No explicit education requirement). Could also include "Demonstrated passion for customer service" as a qualification.
Skills: Strong interpersonal skills, strong verbal and written communication skills, self-starter proactive solutions-driven mindset, proficiency in property management software, MS Office, CRM, professionalism, desire for professional development, ability to manage time, ability to perform high level in fast-paced environment.
We'll create two sections: