Resident Experience Leader

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 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