Customer Experience Manager

Birge & Held; Westerville (OH); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

PTO: up to 18 days/year including full

Volunteer PTO 8 hours/year

Paid parental leave (up to 3 weeks)

Monthly commissions & quarterly siteKP

Employee discounts at Birge & Held

Wellness program & gym reimbursements

401(k) with employer contributions

Tuition reimbursement program

Top Workplace recognition

Job summary

Birge & Held is seeking a Customer Experience Manager to lead efforts in delivering exceptional experiences for prospects and residents. You will oversee day-to-day interactions, resolve concerns efficiently, and drive leasing performance through collaboration with various teams.

The role reports to the Operations Manager and focuses on KPI attainment at both individual and community levels. The ideal candidate has 3+ years of customer service leadership within property management or

Qualifications

• Minimum of three (3) years of experience in customer service leadership, property management, assistant management, or hospitality-related role with direct reports.
• Strong verbal and written communication skills and a customer-focused mindset.
• Proficiency with property management software and common CRM tools.

Responsibilities

• Lead and model exceptional customer experience across prospected residents and residents, driving KPI attainment.
• Oversee day-to-day customer experience operations and supervise onsite Customer Experience Associates.
• Collaborate with Central Property Operations to support smooth move-in, renewals, and lease completion processes.
• Analyze resident feedback and performance data to identify improvements and report KPIs to leadership.
• Manage resident data in property management software and coordinate with maintenance and operations for issue resolution.

Skills

Customer service leadership

Interpersonal skills

Verbal and written communication

Education

High school diploma or equivalent

Tools

Onesite

Yardi

CRM tools

Job description

Birge & Held

Investing in Communities to Transform Lives.

Supporting 3 Multifamily Communities - 644 Units: Timbers, Sheldon Park, and Provenance at Polaris.

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. Our employees demonstrate a passion for people, leadership at every level and constant learning and innovation. Through these core values we make our purpose a reality, “Investing in Communities to Transform Lives.”

Position Overview

The Customer Experience Manager leads efforts to create exceptional experiences for prospects and residents by overseeing resident interactions, resolving concerns efficiently, and ensuring operational excellence. This individual manages the day‑to‑day customer experience, collaborates with teams to optimize leasing performance, and serves as an advisor and solutions advocate for resident concerns. Success of this role is measured by attainment of predetermined KPIs and quarterly goals at the individual and community level. This role reports to the Operations Manager.

Key Responsibilities

Leadership in Customer Experience

• 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.
• Develop and implement community and engagement strategies to ensure an outstanding experience for residents and prospects throughout their resident journey.
• Serve as a role model and lead for the team, fostering a resident‑first mindset in all interactions while ensuring high‑quality customer service from on‑site Customer Experience Associates.
• Monitor and analyze resident feedback to identify trends, recommend improvements, and enhance satisfaction.

Managing Resident Relationships

• Build and maintain strong relationships with residents, acting as a trusted advisor and ensuring their needs are met.
• Develop and implement resident events or activities to enhance the community experience.
• Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions in alignment with company policies by collaborating with the Operations Manager and other departments as needed.
• Oversee and assist residents with all available property technology.

Collaboration with Central Property Operations

• 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.
• 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.
• Work alongside the AR team by providing on‑ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication.

Operational Excellence

• Supervise the management of resident data within property management software, ensuring accuracy and compliance with company policies.
• Oversee day‑to‑day operations, including resident communications, managing move‑ins & move‑outs, collecting move‑in checklists and maintenance coordination.
• Collaborate with maintenance and operations teams to promptly address and resolve property concerns.
• Submit Property Owners Protection Insurance Company (POPIC) claims in accordance with standard operating procedures (SOPs).
• Manage delinquency and renewal processes as needed.

Process Improvement and Reporting

• Assess and improve processes and market research reporting to enhance resident satisfaction and operational efficiency.
• Prepare and present regular reports on resident satisfaction, leasing performance, and operational KPIs to leadership.
• Understand and adhere to standard operating procedures, implementing them as needed to improve team efficiency and service quality.

Education, Experience, and Skills

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer‑focused mindset.
• Strong verbal and written communication skills.
• Minimum of three (3) years of experience in customer service leadership, property management, assistant management, or a hospitality‑related role with direct reports.
• 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 effectively and productively.
• Ability to perform at a high level in a fast‑paced work environment while successfully adapting to changing priorities and demands.
• A high school diploma or equivalent (e.g., GED) required.

What We Offer

• Maintain work‑life balance with a generous paid time‑off policy including up to 18 days of PTO per year, 12 full days and two half‑day holidays, a floating holiday and your birthday. Military service earns Veterans Day as a paid day off.
• Volunteer Paid Time Off (PTO) of 8 hours per 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, rewarding performance and contributions.
• Exclusive employee discounts at Birge & Held properties.
• Robust wellness program: up to $25 monthly gym membership reimbursement and access to certified health coaches.
• Competitive dental, vision and comprehensive medical plans, plus online tools to manage benefits.
• 401(k) plan with competitive employer contributions.
• Automatic enrollment in company‑paid basic life insurance; elect supplemental life, LTD, STD, and Critical Illness Insurance options.
• Tuition reimbursement program and a dedicated Talent Development team to support career growth.
• Recognition as one of the Top Workplaces in the USA where contributions are valued and celebrated.

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