Customer Experience Associate

Birge & Held; Miami (FL); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid time off

Volunteer PTO

Parental leave

Bonuses

Employee discounts

Wellness program

Health insurance

Dental & Vision

401(k) plan

Life insurance

Tuition reimbursement

Top workplace recognition

Job summary

Birge & Held is seeking a Customer Experience Associate to serve as the on-site first contact for residents and prospects. You will provide leasing information, address inquiries, follow up with leads, and support with resident services to ensure a seamless journey.

You will build strong relationships, handle concerns promptly, and collaborate with cross-functional teams to meet KPIs and quarterly goals at the community level.

Qualifications

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer-focused mindset.
• Strong verbal and written communication skills.
• One year or more in a customer service, sales, or customer-facing role.
• Self-starter with a proactive, solutions-driven mindset.
• Proficiency in property management software (Onesite, Yardi, or similar), Microsoft Office, and CRM tools.
• Professionalism and discretion in all interactions.
• Desire for professional development and continued learning.
• Time-management skills.
• Ability to perform at a high level in a fast-paced environment.

Responsibilities

• Conduct all business in accordance with company policies and procedures, Fair Housing, ADA, FCRA, and other laws.
• Engage proactively with prospects to build relationships and create a positive first impression.
• Provide detailed information about available units, amenities, and leasing options.
• Follow up with leads from the off-site team to support lease closings and prospect journey.
• Implement and support resident events to enhance the community experience.
• Conduct needs assessments to match prospects with suitable units.
• Develop understanding of apartment layouts, features, and amenities.
• Serve as primary contact for residents reporting concerns, ensuring timely responses.
• Troubleshoot and resolve minor resident concerns, including maintenance and billing questions.
• Maintain accurate records in Onesite and other PM software.
• Prepare and present regular reports on resident satisfaction and KPIs.
• Collaborate with Resident Screening to process applications quickly.
• Coordinate with Resident Services for renewals and move-out damages.
• Work with AR to provide resident context and support collection efforts.
• Assist in leasing document preparation and updating resident records.
• Support community events or initiatives to enhance experience.
• Understand and adhere to standard operating procedures.

Skills

Customer service

Interpersonal skills

Communication

Self-starter

Proactive problem solving

CRM tools

Tools

Onesite

Yardi

CRM software

Job description

Birge & Held

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 fosters strong relationships, understands unique needs of prospects and residents, addresses day‑to‑day challenges, and collaborates with cross‑functional teams to ensure seamless operations. As the first point of on‑site contact, the associate represents 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.

Key Responsibilities

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other applicable laws.
• Engage proactively with prospects to build strong relationships and create a positive first impression of the company.
• Provide detailed information about available units, community amenities, and leasing options to potential residents.
• 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.
• Collaborate with Resident Services to ensure timely renewal pricing and document move‑out damages for accurate billbacks.
• Work with the Accounts Receivable (AR) team to provide on‑the‑ground resident context, assist with delivery of hard notices, and support 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.

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 in a customer service, sales, or customer‑facing role.
• Self‑starter with a proactive, solutions‑driven mindset.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office, and CRM tools.
• Professionalism and discretion in all interactions.
• Desire for professional development and continued learning.
• Time‑management skills.
• Ability to perform at a high level in a fast‑paced work environment while adapting to changing priorities and demands.

What We Offer

• Generous paid time‑off policy, including up to 18 days of PTO per year, 12 full days and two half‑day holidays, and a floating holiday. Veterans receive additional paid day off for Veterans Day.
• 8 hours of Volunteer Paid Time Off each year.
• Up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Monthly commission opportunities and quarterly bonuses based on site‑specific KPIs.
• Exclusive employee discounts at Birge & Held properties.
• Robust wellness program offering up to $25 per month for gym membership reimbursements and access to certified health coaches.
• Competitive dental, vision, and comprehensive medical plans.
• 401(k) plan with competitive employer contributions.
• Automatic enrollment in the company‑paid basic life insurance with options for supplemental life, short‑term disability, long‑term disability, and critical illness insurance.
• Tuition reimbursement program and support from a dedicated Talent Development team.
• Recognition as a top workplace in the USA, celebrating employee contributions.

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