Resident Services (Concierge - Part Time)

Join the Experience Senior Living Team, a group of dynamic professionals passionate about empowering people to live life to the fullest as they grow older. We are creators, architects, nurses, researchers, programmers, marketers, facilitators, developers, investors, and caregivers—all focused on making a positive impact on residents, their families, and team members.

About the role

We are looking for a Resident Services team member to serve as the primary point of contact for residents, families, guests, vendors, and staff, ensuring personalized and memorable service.

Responsibilities

• Serve as a point of contact for needs, requests, and complaints for all residents, families, guests, vendors, and staff.
• Provide a positive and memorable level of service by understanding and addressing customer needs with personalized solutions.
• Answer the phone within 3 rings; determine the nature of the call to relay information or route it appropriately.
• Take detailed messages (name, date, time, return phone number, and additional pertinent information) and ensure timely delivery to the intended recipient.
• Coordinate services for residents and families, including dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater and movie tickets, and transportation to events, appointments, and errands.
• Follow up after services are rendered to confirm satisfaction.
• Connect with new residents and families within the first week of arrival to welcome them and provide information on concierge services.
• Answer questions and direct residents to nearby community resources.
• Coordinate the community’s transportation schedule, monitor sign-up requests, resolve conflicts, and provide written confirmation to all parties.
• Serve as a liaison between the culinary department and guest meal reservations; provide written confirmation and make reminder calls for reservations.
• Maintain RSVP lists for community, family, and special events.
• Maintain community security by following procedures and monitoring resident/guest sign-in and sign-out logs.
• Keep the reception, lobby, and welcome area safe, clean, and organized.
• Receive, sort, and deliver incoming mail.
• Receive and log all packages arriving at the community.
• Perform other duties as assigned.

Requirements

• Experience as a Concierge or in a customer service role is preferred.
• One to two years of experience working with seniors is preferred.
• Ability to use independent judgment and discretion to make decisions in the best interest of the customer.
• Strong verbal, written, and visual communication skills.
• Confidence and patience in all interactions.
• Excellent time management skills.
• Proficiency in operating standard office equipment and technology (computers, iPad/tablet, Word, internet, email).
• Valid driver’s license with an acceptable driving record per company policy (position may require driving).
• Creative and independent problem-solving skills.
• Ability to innovate and generate solutions.
• Strong reasoning skills, even when dealing with emotional topics.
• Ability to identify, obtain, and allocate resources effectively to achieve goals.
• Ability to work in a team setting and support company culture to accomplish goals.
• Punctual, neat, clean, and professional in appearance.
• Flexibility to work varied schedules, including weekends, evenings, and holidays.

Schedule

Friday, Saturday, Sunday, 8:00 AM – 3:00 PM.

Benefits

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