Resident Experience Specialist - Onsite & Growth

Kids for the Future; Denver (CO); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

PTO 18 days/year

Volunteer PTO

Parental leave

Bonuses based on KPIs

Employee discounts

Wellness program

Gym membership reimbursement

401(k) plan

Life insurance

Tuition reimbursement

Job summary

Birge & Held is hiring a Customer Experience Associate to deliver exceptional service to prospective and current residents. You will build strong relationships, assess needs, and coordinate with cross-functional teams to ensure smooth operations on-site.

You will manage inquiries, renewal considerations, and community events while maintaining accurate resident records. A background in property management software and strong communication are essential.

Qualifications

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer- focused mindset.
• Strong verbal and written communication skills.
• One year or more years in a customer service, sales, or customer facing role.
• 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.
• Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands.

Responsibilities

• Engage proactively with prospects to build strong relationships and create a positive first impression of the company.
• Assist potential residents by providing detailed information about available units, community amenities, and leasing options.
• 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.
• Serve as the primary point of contact for residents reporting concerns, ensuring timely responses and resolutions.
• Maintain accurate and up-to-date records within Onsite software and prepare regular KPI reports for leadership.
• Partner with Resident Screening to ensure quick, accurate applications and smooth handoffs after screening and lease completion.
• Collaborate with Resident Services for renewals, billbacks, and documenting move-out damages for accurate billing.
• Assist AR team with resident context and collection support when needed.
• Handle administrative tasks like preparing leasing documents and updating resident records.

Skills

Customer service

Interpersonal skills

Verbal and written communication

Time management

Self-starter

Professionalism

Tools

Onesite

Yardi

CRM tools

Microsoft Office

Job description

Birge & Held is hiring a Customer Experience Associate to deliver exceptional service to prospective and current residents. You will build strong relationships, assess needs, and coordinate with cross-functional teams to ensure smooth operations on-site.

You will manage inquiries, renewal considerations, and community events while maintaining accurate resident records. A background in property management software and strong communication are essential.