Lead Customer Service Representative

About the role

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.

Responsibilities

• 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

Requirements

• 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

Skills

• Strong communication and interpersonal skills with a customer-focused mindset
• Ability to multitask, prioritize, and lead in a fast-paced environment
• Strong organizational and problem-solving skills
• Moderate proficiency in Microsoft Office and other systems
• Ability to remain calm and professional in emergency or high-pressure situations
• Flexibility to work evenings, nights, weekends, and holidays

Benefits

• Paid Vacation
• Sick Time
• 7 Paid Holidays
• Excellent Medical / Dental / Vision Benefits
• 401K