Lead Customer Service Representative

Kisco Senior Living•Virginia Beach, VA

1d•$19 - $21•Onsite

About The Position

The Lead Customer Service Representative at First Colonial Inn plays a key role in creating a welcoming, organized, and responsive front desk experience for residents, families, and visitors. In this role, you will combine exceptional customer service with day-to-day leadership—supporting team members, coordinating resident needs, and ensuring smooth front desk operations in a dynamic community environment.

Requirements

High school diploma or equivalent preferred
1–3 years of experience in customer service, hospitality, senior living, or a related field
Experience in a high-volume phone or front desk environment preferred
Strong communication and interpersonal skills with a customer-focused mindset
Ability to multitask, prioritize, and lead in a fast-paced environment
Strong organizational and problem-solving skills
Moderate proficiency in Microsoft Office and other systems
Ability to remain calm and professional in emergency or high-pressure situations
Flexibility to work evenings, nights, weekends, and holidays

Responsibilities

Serve as the primary point of contact at the front desk, greeting residents, visitors, and callers with professionalism and warmth
Coordinate and triage resident requests, ensuring timely resolution through collaboration with internal teams
Support and guide Customer Service Representatives by assigning tasks and monitoring daily workflow
Assist in resolving resident concerns and escalating issues when appropriate
Lead and support the Move-In and Welcome process, ensuring a seamless onboarding experience
Monitor resident well-being and report concerns to appropriate team members
Maintain accurate records, logs, and documentation to support operational continuity
Manage a multi-line phone system, including answering, transferring calls, and relaying messages
Coordinate transportation requests, reservations, and related communications
Assist with administrative tasks such as work orders, billing support, inventory, and file audits
Maintain a clean, organized, and professional front desk and lobby environment
Respond to emergency systems and situations in accordance with established procedures
Protect the confidentiality of resident and community information
Collaborate across departments to support a high-quality resident experience
Identify opportunities to improve efficiency and enhance service delivery