Resident Services (PRN)

About the Role

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. We are looking for a Resident Services team member to join our amazing team of creators, architects, nurses, researchers, programmers, marketers, facilitators, developers, investors, and caregivers, all focused on making a positive impact on the lives of residents, their families, and team members.

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 and assisting with personalized solutions.
• Answers the phone within 3 rings; routes calls or takes detailed messages with name, date, time, return phone number, and pertinent information, ensuring timely delivery to the intended recipient.
• Coordinates 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. Follows up to confirm satisfaction.
• Connects with new residents and families within the first week of arrival to welcome them, introduce concierge services, answer questions, and direct them to community resources.
• Coordinates the community's transportation schedule, monitors sign-up sheets, resolves conflicts, 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 for events and special meals.
• Maintains security by following procedures and monitoring logbooks, including resident and guest sign-in/sign-out logs.
• Maintains a safe, clean, and organized reception, lobby, and welcome area.
• Receives, sorts, and delivers incoming mail and packages.
• Performs 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.
• Demonstrates ability to use independent judgment and discretion to make decisions in the best interest of the customer.
• Strong verbal, written, and visual communication skills.
• Exudes confidence and patience in all interactions.
• Ability to manage time efficiently and operate standard office equipment.
• Proficient in using technology, including computers, iPad/tablet, Word programming, internet access, and email.
• May require driving responsibilities; must possess a valid driver's license with an acceptable driving record per company policy.
• Able to think creatively and independently to meet objectives and generate solutions.
• Strong problem-solving skills, even when dealing with emotional topics.
• Ability to allocate resources effectively to achieve goals.
• Works well in a team setting to accomplish goals and supports the company's culture.
• Expected to be punctual, neat, clean, and professional in appearance.
• Ability to work varied schedules, including weekends, evenings, and holidays.

Benefits

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