Front Office Agent (Flexible Shifts)

Sentral • Philadelphia, PA

2d • Onsite

About The Position

Sentral is hiring an on-site Front Office Agent, described in the posting as an Experience Ambassador, to provide hospitality and support to residents and homeshare guests before and throughout their stays. The role serves as the first point of contact, responds to inquiries and requests, helps resolve concerns, and contributes to a welcoming, safe, and well-maintained community. The agent also supports resident satisfaction and retention through local recommendations, marketing, community programming, and partnerships with neighboring businesses. The position requires a flexible schedule, including evenings and weekends.

Requirements

• High school diploma or equivalent.
• At least one year of experience in hospitality or customer service.
• Excellent interpersonal and communication skills, including the ability to communicate in person, by telephone, and via email or text with residents, guests, team members, management, and third-party vendors.
• Computer proficiency and the ability to learn and master multiple software systems.
• Ability to analyze, organize, prioritize, and follow up with a strong sense of urgency.
• Active listening, attention to detail, and strong organizational skills when responding to inquiries and requests.
• Proactive decision-making and problem-solving skills.
• Demonstrated ability to defuse and respond to customer concerns to prevent escalation.
• Ability to work a flexible schedule, including evenings and weekends.
• Ability to perform the listed duties with or without reasonable accommodation, including standing behind a desk for most of an eight-hour shift, repetitive movement, working in indoor and outdoor spaces, moving throughout the property, transporting boxes and equipment weighing up to 20 pounds, communicating with others in the building, and observing details in the surroundings and on a screen.

Nice To Haves

• Some college education.
• Multifamily experience.

Responsibilities

• Uphold Sentral’s standards, policies, procedures, best practices, and customer-service expectations.
• Build rapport with residents and guests, greet them warmly, and serve as the organization’s first point of contact.
• Prioritize and fulfill resident and guest requests with friendliness, efficiency, confidentiality, and professionalism.
• Provide hospitality that meets quality-assurance expectations and resolve disputes promptly to achieve customer satisfaction.
• Discuss the benefits of living at the property, distribute current marketing materials, and provide exemplary service.
• Answer, record, and process calls, messages, requests, questions, and concerns.
• Run daily reports, identify special requests, and check reports for accuracy.
• Monitor property access to help protect residents and the property; manage access for guests, residents, and authorized vendors using key-system technology.
• Identify potential issues, take appropriate action, and inform management when necessary.
• Support resident satisfaction and retention through programming alongside the Director of Services and General Manager, and through one-on-one contact.
• Stay informed about local activities and establishments to provide recommendations, answer questions, and give directions.
• Maintain the atmosphere and cleanliness of entry lobbies and common spaces, including stocking and taking inventory of refreshment stations and cleaning immediate areas.
• Follow safety and security procedures, report accidents, injuries, and unsafe conditions, and assist with emergency procedures and the property evacuation plan, including locking elevators open for emergency crews.
• Develop and maintain positive working relationships with building staff.
• Store luggage and handle early check-in, late checkout, and other requests when needed.
• Assess the property, inform maintenance of repair or cleaning needs, receive and log resident service requests, and follow up on their completion.
• Comply with property safety and emergency procedures and applicable local, city, and federal regulations.
• Assist with administrative tasks, including light copying and package management, and take on special projects and other assigned duties.

Benefits

• Multiple medical, dental, and vision plan options beginning the first month after the start date, including one fully company-paid plan.
• Health savings account (HSA) and flexible spending account (FSA) options.
• 401(k) plan with a 4% company match, eligible after three months of employment.
• 11 paid holidays and eight types of paid time off, including personal days with no waiting period, one floating holiday each year, and Enrichment Hours for volunteering or career development.
• Travel discounts for team members and their friends and families at Sentral communities.
• Discounted rates on pet insurance, attractions, rental cars, shows, events, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED