Resident Experience Lead — Multifamily Communities

Birge & Held; Colorado Springs (CO); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

PTO with up to 18 days per year

Volunteer PTO

Parental leave

Wellness benefits

401(k) plan

Health insurance

Tuition reimbursement

Employee discounts

Gym membership reimbursements

Top Workplace recognition

Job summary

Birge & Held is seeking a Customer Experience Associate to on-site service prospective and current residents at our Colorado Springs communities. You will build relationships, explain leasing options, and ensure a smooth resident journey from inquiry through move-in.

The role emphasizes strong communication, problem-solving, and collaboration with cross-functional teams to meet KPIs and community goals.

Qualifications

• Demonstrated passion for customer service.
• Strong interpersonal and written communication skills.
• 1+ year in a customer service, sales, or customer-facing role.

Responsibilities

• Build strong relationships with prospects and residents, presenting leasing options.
• Assess needs to match residents with suitable units and community amenities.
• Serve as primary contact for residents, addressing concerns and requests promptly.
• Maintain accurate records in Onesite and report KPIs to leadership.
• Collaborate with central operations teams for renewals, billbacks, and AR support.
• Assist with leasing documents and daily resident record updates.

Skills

Customer service

Interpersonal skills

Communication skills

Customer-facing experience

Self-starter

Time management

Adaptability

Education

Tools

Onesite

Yardi

CRM software

Job description

Birge & Held is seeking a Customer Experience Associate to on-site service prospective and current residents at our Colorado Springs communities. You will build relationships, explain leasing options, and ensure a smooth resident journey from inquiry through move-in.

The role emphasizes strong communication, problem-solving, and collaboration with cross-functional teams to meet KPIs and community goals.