Resident Services (Part Time)

About the role

The Experience Senior Living Team is comprised of dynamic professionals fueled by a passion to empower older adults to live life to the fullest. The team includes 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. We are looking for a Resident Services Concierge to join our amazing team!

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 who the customer is.
• Understand the customer's needs, requests, or concerns and assist in providing personalized solutions.
• Answer the phone within three rings; determine the nature of the call and either relay information or route the call appropriately.
• Take detailed messages with name, date, time, return phone number, and any additional pertinent information, and ensure the message is received by the intended person in a timely manner.
• Coordinate services for residents and their families (including dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater and movie tickets, transportation to and from events, appointments, and errand running) and follow up after services are rendered to confirm satisfaction.
• Connect with all new residents and families within the first week of arrival to introduce yourself, welcome them to the community, provide information on concierge services, answer questions, and direct them to nearby community resources.
• Coordinate the community’s transportation schedule, monitor the sign‑up sheet for requests, ensure no conflicts for the chauffeur, and provide written confirmation to all parties.
• Serve as a liaison between the culinary department and guest meal reservations, providing written confirmation to ensure a smooth experience.
• Make reminder calls to residents who are not in the dining room and maintain RSVP lists for community events, family events, and special meals throughout the year.
• Maintain security of the community by following procedures and monitoring resident and guest sign‑in and sign‑out logs.
• Maintain a safe, clean, and organized reception, lobby, and welcome area in compliance with procedures, rules, and regulations.
• Receive, sort, and deliver incoming mail; log all packages that arrive at the community.
• Perform other duties as assigned.

Requirements

• Experience as a Concierge or in a customer service role (preferred).
• One (1) to two (2) years of experience working with seniors (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.
• Efficient time‑management skills.
• Ability to operate standard office equipment.
• Proficiency with technology, including computers, iPad/tablet, Word, internet access, and email.
• Valid driver’s license with an acceptable driving record per the company’s Motor Vehicle Policy (position may require driving responsibilities).
• Creative and independent thinking to meet objectives.
• Innovation to create and generate solutions.
• Problem‑solving ability with sound judgment and realistic understanding of issues.
• Ability to reason even when dealing with emotional topics.
• Skill in identifying, obtaining, and allocating resources required to achieve goals.
• Ability to relate to routine operations consistent with existing solutions.
• Team‑oriented mindset that supports company culture and helps achieve results.
• Punctual, neat, clean, and professional appearance.
• Ability to work varied schedules, including weekends, evenings, and holidays.

Schedule

Ability to work varied schedules to include weekends, evenings, and holidays.

Benefits

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