Lead Resident Services

Overview

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

We are looking for a Lead
Resident Services Associate to join our amazing team!

• Serves as a point of contact for needs, requests, and complaints for all residents, families, guests, vendors, and staff
• Has a solid understanding of who the customer is and provides a level of service that is positive and memorable
• Understands the customer’s needs, requests and/or concerns and assists in providing them with personalized solutions
• Answers the phone within 3 rings; determine 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 information that is pertinent at the time of the call. Ensures the message is received by the intended person in a timely manner
• Coordinates services for residents and their families (especially out of town guests), including dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater, and movie tickets, as well as 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 introduce oneself, welcome them to the community, and provide information on the concierge services for the community
• Answers questions and directs appropriately to nearby community resources
• Coordinates the community’s transportation schedule, monitors the sign-up sheet for all requests, ensures there are no conflicts for the chauffeur, and provides written confirmation to all parties to ensure a smooth and pleasant experience
• Serves as a liaison between the culinary department and guest meal reservations; provides written confirmation on the reservation to all parties to ensure a smooth and pleasant experience
• Makes reminder calls to residents who are not in the dining room, maintains RSVP lists for community events, family events and special meals held throughout the year
• Maintains security of the community by following procedures and monitoring logbooks to include 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
• Receives and logs all packages that arrive at the community
• May perform other duties as assigned

• Experience as a Concierge, or experience in a customer service role is preferred
• One (1) to two (2) years of working with seniors preferred
• Demonstrates an ability to use independent judgment and discretion to make decisions in the best interest of the customer you are serving
• 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
• Able to operate standard office equipment
• Ability to utilize technology effectively and efficiently, including use of computers, iPad/tablet, Word programming, internet access, and email
• The 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 worthwhile objectives
• Able to be innovative to create and generate solutions
• Able to act in solving problems, while exhibiting judgment and a realistic understanding of the issues; able to use reason, even when dealing with emotional topics
• Identifies, obtains, and effectively allocates the resources required to achieve applicable goals
• Able to relate to routine operations in a manner that is consistent with existing solutions to problems
• Able to work with people in a manner that supports the company’s culture, works 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

We offer a full benefits package that includes medical, dental, vision, STD/LTD, life and voluntary life, 401k with employer matching, paid holidays, and 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. Applicants can review Florida care provider background screening requirements here: