Resident Experience Specialist: Leasing & Service

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 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.