Resident Services (PRN)

Experience Senior Living•Palm Coast, FL

12d

About The Position

Experience Senior Living is seeking a Resident Services team member to support residents, families, guests, vendors, and staff. The role serves as a point of contact for requests and concerns and provides welcoming, personalized customer service. It coordinates resident and family services, transportation, dining reservations, community events, and communication, while helping maintain the security and order of the reception and lobby areas. The position may include driving responsibilities and requires availability for varied schedules, including weekends, evenings, and holidays.

Requirements

Demonstrate independent judgment and discretion in making decisions in the customer's best interest.
Communicate verbally, in writing, and through pictures when necessary.
Exude confidence and patience in interactions.
Manage time efficiently.
Operate standard office equipment.
Use technology effectively and efficiently, including computers, iPad/tablet, word-processing programs, internet access, and email.
Possess a valid driver's license and an acceptable driving record under the company's Motor Vehicle Policy if the position requires driving.
Think creatively and independently, develop solutions, and solve problems using sound judgment and reason, including when dealing with emotional topics.
Identify, obtain, and allocate resources needed to achieve applicable goals.
Work with routine operations consistently with existing solutions to problems.
Work collaboratively and support the company culture to accomplish goals and get results.
Be punctual, neat, clean, and professional in appearance.
Work varied schedules, including weekends, evenings, and holidays.

Nice To Haves

Experience as a concierge or in a customer service role.
One to two years of experience working with seniors.

Responsibilities

Serve as a point of contact for needs, requests, and complaints from residents, families, guests, vendors, and staff.
Understand customer needs and provide positive, memorable service and personalized solutions.
Answer phone calls within three rings, determine their nature, relay information or route calls, and take and deliver detailed messages in a timely manner.
Coordinate services for residents and families, including dry cleaning, grocery and drug store deliveries, reservations, beauty services, tickets, transportation, and errands; follow up to confirm satisfaction.
Contact new residents and families within their first week to welcome them and explain community concierge services.
Answer questions and direct people to nearby community resources as appropriate.
Coordinate the community transportation schedule, monitor requests for conflicts, and provide written confirmations.
Liaise with the culinary department regarding guest meal reservations and provide written confirmations.
Make reminder calls to residents not present in the dining room and maintain RSVP lists for community and family events and special meals.
Follow security procedures and monitor resident and guest sign-in and sign-out logs.
Maintain a safe, clean, and organized reception, lobby, and welcome area.
Receive, sort, and deliver incoming mail as appropriate.
Receive and log packages arriving at the community.
Perform other duties as assigned.