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Customer Experience Associate (Multifamily Leasing)

Customer Experience Associate (Multifamily Leasing)

Birge & HeldKansas City, MO, United States
7 days ago
Job type
  • Full-time
Job description

Supporting Multifamily Communities

Kansas City, MO; 130 -200 Units

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 a 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.

    • Collaboration with Sales and Leasing Teams (as integrated into your property portfolio(s))

  • 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 key performance indicators (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
  • Collaborate with offsite teams as they are integrated into the property portfolio(s), ensuring alignment, operational continuity, and overall operational success of the community or communities.

    • 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 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.

    • WHAT WE OFFER

  • Competitive compensation, bonus plans, retirement plan, medical, dental, vision, and life insurance for eligible employees.
  • A collaborative, progressive, team development environment.
  • Paid holidays and paid time off (including your birthday!)
  • Opportunities to make a difference in a growing and highly productive environment.

    • Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.

    INDOS

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    Leasing Associate • Kansas City, MO, United States