Service Concierge Customer Support Position

Community ConciergeThe community concierge is the first contact for all visitors as well as the support person for administrative tasks. This position requires creating an excellent experience for everyone who enters and/or calls the community through professionalism, hospitality, and courtesy. Additionally, this position requires organization, multi-tasking and basic computer skills.Essential FunctionsAnswers incoming calls, both internally and externally, in a warm, pleasant and professional mannerEnsures that all messages are relayed promptly to the intended personMaintains current visitor logGreets all visitors, residents, family members and associates in a warm and inviting manner on the phone and by standing and walking around the desk for anyone entering the communityEnsures that the reception areas are clean, hospitable, and inviting.Ensures the compliance of all concierge team standards and first impression captain standards for the community entrance from the driveway entrance (s) through the lobbyResponsible for creation and maintenance of resident face sheets utilizing the Yardi system o Inputs resident information for faces and uploads resident photographUpdates information as it changes and ensures updated face sheet is distributed to all appropriate locationsCurrent resident face sheets should be kept in the following locations: Van Book, Resident Medical Record, Business Office File and the Emergency BookInputs data related to resident assessments into the Yardi system as directed by the Executive Director and Director of Resident CareInputs all work orders received into the Direct Supply TELS systemEnsures all issues or concerns related to an inviting environment and hospitable atmosphere are shared with the First Impressions Captain, Director of Maintenance and Executive Director. This includes, but is not limited to: o Driveway entrance (s) o Roadway to community entrance o Front Porch/Entry o Lobby o Hospitality Room o Reception AreaEnsures proper "Show Ready" appearance of all areas listed above.Possess and maintain knowledge of the community, its benefits, service provided, the residents and associatesBe able to assist the Dir. of Community Relations and/or Dir. of Sales with inquiries when necessaryAssists Business Office Manager with administrative support as needed including, but not limited to:Executive Director Credit Card Summary o Petty Cash Maintenance and Reconciliation o Deposits into Yardi o Checkbook Maintenance o Purchase journal at end of month o Key in Accounts PayableOffers refreshments to visitors and make them feel welcome and comfortableWhen interacting with residents and/or family members, is mindful of the Residents' Rights to PrivacyCoordinates appointments for residents requesting transportation, hairdressing, or other services – keeping accurate records pertaining to resident charges for such servicesCollects the residents' mail and prepares it for distribution.Performs community mail duties such as receiving and sending packagesAssists with preparing community brochure packets when necessary and keeps an ample supply at the reception areaKeeps interaction with co-workers to a minimum maintaining professionalism in lobby areaAssist the community Executive Director and/or other departments with additional administrative duties as assigned by supervisorWhen using a company computer follows company guidelines on proper computer usageDresses professionally and is in uniform.Non-Essential FunctionsLeads by example exhibiting the CORE Values through servant leadershipEncourages teamwork and promotes company philosophyAttends required community meetings and participates Life Enrichment activities when ableCompletes all required courses in adherence with HRA UniversityIs prompt and able to perform the required duties of the position on a regular, predictable basisBecomes familiar and understands how to report a missing person using the Safe Return program or equivalentBecomes familiar and understands the steps for fire evacuationAll associates are responsible for maintaining a safe and secure environment for all community residentsQualifications/Skills/Educational RequirementsMust have a high school educationMust be able to communicate effectivelyMust possess excellent customer service skillsMust possess an understanding and ability to demonstrate hospitality to all community visitorsMust have patience, tact, cheerful disposition and enthusiasm at all timesMust possess basic computer usages and data entry skillsKnowledge of Microsoft Office applications preferredAble to communicate effectively with all levels of management, associates, residents, family members, and outside contactsMust possess a passion to work with and around senior citizensBackground Screening RequirementIn all Florida Companies, this position requires a Level 2 background screening through the Florida Care Provider Background Screening Clearinghouse.