Resident Services Associate

Brief Description

B I R G E & H E L D

Investing in Communities to Transform Lives..

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.

At Birge & Held, our employees have a Passion for People, demonstrate Leadership at Every Level, and are Always Learning & Innovating. Through these core values, we make our purpose a reality, “Investing in Communities to Transform Lives.”

Position Overview

The Resident Services Associate is primarily responsible for communicating renewal offers to existing residents and promoting other Birge and Held communities when a resident provides a notice to leave the community they currently lease at. You will act as a liaison between the community site team and residents, providing excellent customer service and maintaining a professional demeanor. A successful candidate will be self-directed and able to work well with minimal supervision, while also collaborating effectively with other teams and departments.

Work Environment: This is a hybrid role that offers a combination of in-office and remote work. Team members are expected to be on-site several days each week, either at our corporate office or at a nearby Birge & Held property, with the flexibility to work remotely on other days as business needs allow. The work schedule will vary depending on business needs; however, one Saturday a month may be required.

Key Responsibilities

Product Expertise

• Gain expert knowledge of our communities and amenities to build value around renewing a lease at the current community or referring to a sister Birge and Held community.
• Utilize the community’s property management software to generate renewal offers and leases.
• Schedule appointments between residents and the site team when a resident requests to review a renewal offer in-person.
• Record communications with residents in property management software.
  
  

Resident Retention

• Identify opportunities to increase resident retention by renewing residents at their current community or cross-selling to another Birge and Held community.
• Successfully execute Birge and Held’s win-back campaign to vacating residents.
• Verify accurate amounts and addendums required on resident’s lease renewal.
  
  

Resident Move Out

• Schedule a pre-move out unit inspection for vacating residents.
• Review pre-move out inspection results with vacating residents.
• Act as an extension of the community for other duties as needed.
  
  

Education, Experience, And Skills

• Previous sales and customer service experience is preferred.
• Experience within the multi-family housing industry is preferred.
• Possess expert knowledge of all guarantor products available at a community.
• Excellent customer service skills.
• Understanding of the revenue management and how it affects a community’s occupancy goals.
• Strong organization, sales skills, and attention to detail.
• Able to perform at a high level in a fast-paced environment and successfully adapt to changing priorities and demands.
  
  

What We Offer

• Maintain work-life balance with a flexible hybrid schedule and a generous paid time-off policy, including up to 20 days of PTO per year. In addition to traditional PTO, you’ll receive 14 holidays including a floating holiday and your birthday. Separately, if you’ve served in the military, you’ll receive Veterans Day as a paid day off.
• Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice.
• Take advantage of supportive leave benefits, including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave.
• Boost your earnings with a performance-based bonus determined by your role and achievement in individual, departmental, and company-wide Key Performance Indicators (KPIs).
• Save on living expenses with exclusive employee discounts at Birge & Held properties.
• Prioritize your well-being with a robust wellness program that supports your physical, mental, and emotional health. Enjoy up to $25 in monthly gym membership reimbursements and gain access to certified health coaches dedicated to helping you achieve your personal wellness goals.
• Access competitive dental, vision, and comprehensive medical plans to ensure you and your family receive the care you need, along with convenient online tools to help you manage your healthcare benefits with ease.
• Enjoy peace of mind today and tomorrow with a 401(k) plan that includes a competitive employer match.
• Receive automatic enrollment in the company paid basic life insurance policy with the opportunity to elect supplemental life insurance. With employment at Birge & Held you have the ability to elect additional ancillary benefit options including but not limited to, Long-Term Disability (LTD), Short-Term Disability (STD) and Critical Illness Insurance that provides extra protection against unexpected health challenges.
• Stay connected and equipped for success with a monthly phone stipend of up to $50 to help cover your mobile service costs.
• Grow your career through the support of a dedicated Talent Development team and a tuition reimbursement program. Whether you're building new skills, exploring new roles, or pursuing a degree, you'll have the resources and guidance to reach your full potential.
• Be part of an organization consistently recognized as one of the Top Workplaces in the USA, where your contributions are valued and celebrated.
  
  

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

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