Lead Resident Services

Job Description

Job Description

The Experience Senior Living Team is comprised of dynamic professionals that are fueled by their passion to empower people as they grow older to live life to the fullest. They are creators, architects, nurses, researchers, programmers, marketers, facilitators, developers, investors, and caregivers, all focused on making a positive impact on the lives of residents, their families and team members.

We are looking for a Lead Resident Services Associate to join our amazing team!

Responsibilities:

• Serves as a point of contact for needs, requests, and complaints for all residents, families, guests, vendors, and staff.
• Has a solid understanding of ‘who’ the customer is and provides a level of service that is positive and rememberable.
• Understands the customer’s needs, requests and / or concerns and assists in providing them with personalized solutions.
• Answers the phone within 3 rings; determine the nature of the call to either relay information or route the call as appropriate.
• Takes detailed messages with name, date, time, return phone number and any additional information that is pertinent at the time of the call. Ensures the message is received by the intended person in a timely manner.
• Coordinates services for residents and their families (especially out of town guests), this would include but not be limited to the following: dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater, and movie tickets, as well as transportation to and from events, appointments and errand running. The Concierge will follow up after services were rendered to confirm that all was satisfactory
• Connects with all new residents and families within the first week of arrival to introduce oneself, welcome them to the community, provide information on the concierge services for the community.
• Answers questions and directs appropriately to nearby community resources.
• Coordinates the community’s transportation schedule. This would mean to monitor the sign-up sheet for all requests, ensuring there are no conflicts for the chauffer. Provide written confirmation to all parties to ensure a smooth and pleasant experience.
• Serves as a liaison between the culinary department and guest meal reservations. Provide written confirmation on the reservation to all parties to ensure a smooth and pleasant experience.
• Make reminder calls to residents who are not in the dining room, maintaining RSVP lists for community events, family events and special meals that are held throughout the year.
• Maintains security of the community by following procedures, monitoring logbooks to include resident and guest sign-in and sign-out logs.
• Maintains a safe, clean, and organized reception, lobby, and welcome area by complying with procedures, rules, and regulations.
• Receive and sort incoming mail. Deliver mail as appropriate.
• Receive and log all packages that arrive at the community.
• May perform other duties as assigned.

Requirements

• Experience as a Concierge, or experience in a customer service role is preferred.
• One (1) to two (2) years of working with seniors preferred.
• Demonstrates an ability to use independent judgement and discretion to make decisions on what is in the best interest of the customer who you are currently serving.
• Ability to communicate verbally, in writing, and through pictures when necessary.
• Able to exude confidence and patience with all interactions.
• Ability to manage time efficiently.
• Able to operate standard office equipment.
• Ability to utilize technology effectively and efficiently, including use of computers, iPad/tablet, Word programming, internet access, and email.
• The position may require driving responsibilities; must possess a valid driver’s license with an acceptable driving record per company’s Motor Vehicle Policy.
• Able to think creatively and independently to meet worthwhile objectives.
• Able to be innovative to create and generate solutions.
• Able to act in solving problems, while exhibiting judgment and a realistic understanding of the issues. Able to use reason, even when dealing with emotional topics.
• Identifies, obtains, and effectively allocates the resources required to achieve applicable goals.
• Able to relate to routine operations in a manner that is consistent with existing solutions to problems.
• Able to work with people in such a manner to support the company’s culture, work in a team setting to accomplish goals and get results.
• Expected to be punctual, neat, clean, and professional in appearance.
• Ability to work varied schedules to include weekends, evenings, and holidays.

Benefits

We offer a full benefits package that includes medical, dental, vision, STD/LTD, life and voluntary life, 401k with employer matching, paid holidays, and up to 20 days PTO in the first three years.

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