IL Manager

About the Role

The Independent Living Manager is the customer service champion for our Independent Living residents, serving as the initial contact for problem-solving and troubleshooting resident needs. This role focuses on fostering a satisfied, cheerful, and engaged community through constant, caring, and open communication with residents, families, department heads, and the Executive Director. The Independent Living Manager is a creative, energetic, and resident-focused position that develops strong emotional connections with residents and their families.

The Administrative Department ensures day-to-day operations run smoothly and residents are happy and safe. The team works closely with all departments, advocates for residents, and solves problems. Staying upbeat, exhibiting dedicated customer service and teamwork, and executing follow-through are critical to meeting resident needs.

Responsibilities

• Maintain a high level of communication with residents and their families.
• Resolve resident concerns in a timely manner using all available resources.
• Communicate updated resident needs, concerns, and changes to the Executive Director.
• Assist and coordinate services for residents with ancillary vendors.
• Walk the community regularly to address areas of concern.
• Act as an ambassador to new residents during their first 30 days in the community.
• Assist the Marketing team with tours, outreach, and calls as needed.
• Provide support and troubleshoot problems for the Life Enrichment, Culinary, Environmental Services, and Administrative teams.
• Hold quarterly one-on-one meetings with each resident to ensure satisfaction with all areas of the community.
• Conduct audits for state regulations, such as HUD, fire safety, and OSHA.
• Assist with other duties as assigned by the Executive Director.

Requirements

• Associate’s Degree or higher in Hospitality, Business Administration, Communication, HR, Social Work, or a similar discipline.
• 2+ years of customer service experience, preferably in Senior Living or Hospitality.
• Comfort and passion for working with an elderly population.

Skills

• Customer Focused: Dedicated to meeting and exceeding customer needs by establishing and maintaining effective relationships, gaining trust and respect.
• Strong Communication Skills: Clearly and accurately conveys information verbally and in writing to engage the audience and ensure understanding and retention.
• Empathetic and Compassionate: Genuinely cares about people, understands and feels what others are thinking or feeling.
• Integrity and Trust: Follows through on commitments, does the right thing even when it’s not personally beneficial.
• Organization: Arranges and utilizes resources effectively to accomplish tasks, follows up reliably.

Physical Requirements

• Constant use of manual dexterity, auditory and visual skills, and gross motor skills.
• Frequent use of bi-manual dexterity and fine motor skills.
• Ability to follow written and oral instructions and procedures.
• Ability to reach, bend, twist, squat, kneel, push, and pull.
• Ability to lift and carry up to 20 pounds.
• Ability to perform repetitive movements, including simple grasping, pushing, pulling, and fine manipulation.
• Constantly walking, with occasional sitting and standing.