Lead Customer Service Representative

Job Description The Lead Customer Service Representative at First Colonial Inn plays a key role in creating a welcoming, organized, and responsive front desk experience for residents, families, and visitors. In this role, you will combine exceptional customer service with day-to-day leadership—supporting team members, coordinating resident needs, and ensuring smooth front desk operations in a dynamic community environment. Schedule: : 9AM-5:30PM with flexibility of Weekend/Holiday/ Call off Coverage Pay range: $18.50-$20.50/hr Paid Vacation / Sick Time / 7 Paid Holidays Excellent - Medical / Dental / Vision Benefits / 401K Free Meal each shift What You’ll Do Serve as the primary point of contact at the front desk, greeting residents, visitors, and callers with professionalism and warmth Coordinate and triage resident requests, ensuring timely resolution through collaboration with internal teams Support and guide Customer Service Representatives by assigning tasks and monitoring daily workflow Assist in resolving resident concerns and escalating issues when appropriate Lead and support the Move-In and Welcome process, ensuring a seamless onboarding experience Monitor resident well-being and report concerns to appropriate team members Maintain accurate records, logs, and documentation to support operational continuity Manage a multi-line phone system, including answering, transferring calls, and relaying messages Coordinate transportation requests, reservations, and related communications Assist with administrative tasks such as work orders, billing support, inventory, and file audits Maintain a clean, organized, and professional front desk and lobby environment Respond to emergency systems and situations in accordance with established procedures Protect the confidentiality of resident and community information Collaborate across departments to support a high-quality resident experience Identify opportunities to improve efficiency and enhance service delivery What You Bring High school diploma or equivalent preferred 1–3 years of experience in customer service, hospitality, senior living, or a related field Experience in a high-volume phone or front desk environment preferred Our Standards of Excellence Live and demonstrate our Principles, Values, and Beliefs in every interaction Build strong relationships with residents, families, and team members Deliver exceptional service with professionalism, responsiveness, and care Why Join Us Join a team dedicated to creating a welcoming and supportive community where your leadership and service make a meaningful difference every day. What’s in it for me? (Great Question!) Competitive pay Healthcare Benefits including Vision & Dental (Full-Time Only) Matching 401k Paid Time Off Rewards and Bonus Opportunities Continuous Training and Growth Opportunities What do we do? We create a great place to live for our residents and a great place to work for our associates. Kisco Senior Living has been a dynamic, award-winning leader in the senior living industry for over 35 years. All offers of employment are contingent upon the satisfactory completion of our pre-employment process. Requirements may include a drug screening, job-related physical examination, TB screening, background check, and any vaccinations or immunizations required by applicable state or local regulations. Kisco Senior Living is an Equal Opportunity Employer. #J-18808-Ljbffr Kisco Senior Living