Multi-Site Customer Experience Associate; Multi Family

Multi‑Site Customer Experience Associate (Multi Family)

3 days ago Be among the first 25 applicants

This range is provided by Birge & Held. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$18.00/hr - $20.00/hr

Birge & Held invests in communities to transform lives. We support 3 multifamily communities:
Raintree, Stoney Brooke, and Eagle Creek (Lexington, KY) – 762 units.

It’s fun to work in a company where people truly believe in what they are doing. We are committed to bringing excitement and energy to the business of multifamily housing. 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.”

The Multi‑Site Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. The role fosters relationships, understands needs, addresses challenges, collaborates with cross‑functional teams, and acts as the first on‑site point of contact. Success is measured by KPIs and quarterly goals.

• Conduct all business in accordance with company policies, Fair Housing Act, Americans with Disabilities Act, Fair Credit Reporting Act, and all other relevant laws.
• Engage proactively with prospects to build strong relationships and create a positive first impression.
• Assist potential residents with detailed information about units, community amenities, and leasing options.
• Follow up 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 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 resident concerns, ensuring timely responses and resolutions.
• Troubleshoot and resolve minor resident concerns, including maintenance requests, billing questions, and general inquiries.
• 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.
• 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.
• 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.

• 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 CRM tools.
• Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
• Desire for professional development and continued learning.
• Ability to manage time.
• Ability to perform at a high level in a fast‑paced work environment while adapting to changing priorities and demands.

• Generous paid time‑off policy: up to 18 days PTO per year, 12 full days plus two half‑day holidays, floating holiday,…