Resident Services

The Experience Senior Living Team is comprised of dynamic professionals fueled by their passion to empower people as they grow older to live life to the fullest.

About the role

We are looking for a Resident Services team member to join our team.

Schedule

• 7am-3pm Friday and Saturday
• 3pm-11pm Thursday & Friday

Responsibilities

• Serves as a point of contact for needs, requests, and complaints for all residents, families, guests, vendors, and staff.
• Provides a level of service that is positive and memorable by understanding the customer's needs, requests, and/or concerns and assisting in providing personalized solutions.
• Answers the phone within 3 rings; determines 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 pertinent information, ensuring the message is received by the intended person in a timely manner.
• Coordinates services for residents and their families, including dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater and movie tickets, and transportation to and from events, appointments, and errands.
• Follows up after services are rendered to confirm satisfaction.
• Connects with all new residents and families within the first week of arrival to welcome them, provide information on concierge services, answer questions, and direct them to nearby community resources.
• Coordinates the community's transportation schedule, monitors sign-up sheets for requests, ensures no conflicts for the chauffeur, and provides written confirmation to all parties.
• Serves as a liaison between the culinary department and guest meal reservations, providing written confirmation and making reminder calls to residents who are not in the dining room.
• Maintains RSVP lists for community events, family events, and special meals.
• Maintains security of the community by following procedures and monitoring logbooks, including 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.
• Receives and sorts incoming mail, delivers mail as appropriate, and logs all packages that arrive at the community.
• Performs other duties as assigned.

Requirements

• Experience as a Concierge or in a customer service role is preferred.
• One to two years of working with seniors preferred.
• Demonstrates ability to use independent judgment and discretion to make decisions in the best interest of the customer.
• 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.
• Ability to operate standard office equipment.
• Ability to utilize technology effectively, including computers, iPad/tablet, Word programming, internet access, and email.
• 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 objectives.
• Able to be innovative in creating and generating solutions.
• Able to act in solving problems while exhibiting judgment and a realistic understanding of issues.
• Able to use reason, even when dealing with emotional topics.
• Identifies, obtains, and effectively allocates resources required to achieve goals.
• Able to relate to routine operations in a manner consistent with existing solutions to problems.
• Able to work with people 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

• Medical, dental, and vision insurance
• Short-term/long-term disability (STD/LTD)
• Life and voluntary life insurance
• 401k with employer matching
• Paid holidays
• Up to 20 days PTO in the first three years

Employment is contingent upon successful completion of background screening in accordance with Florida law and company policy. Certain positions may require fingerprinting and Level 1 or Level 2 background screening.