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 provides concierge services and serves as a point of contact for questions, requests, and concerns, helping customers find personalized solutions and directing inquiries appropriately. The position coordinates resident and guest services, transportation, dining reservations, community events, mail, and packages while maintaining reception-area organization and community security. The role may also involve driving and 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.
Use independent judgment and discretion to make decisions in the customer’s best interest.
Communicate verbally, in writing, and through pictures when necessary.
Demonstrate 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.
If driving is required, possess a valid driver’s license and an acceptable driving record under the company’s Motor Vehicle Policy.
Think creatively and independently, develop innovative solutions, solve problems with sound judgment, and use reason when handling emotional topics.
Identify, obtain, and allocate resources needed to achieve applicable goals.
Handle routine operations consistently with existing solutions to problems.
Work collaboratively in a team and support the company’s culture and goals.
Be punctual, neat, clean, and professional in appearance.
Work varied schedules, including weekends, evenings, and holidays.
Successfully complete background screening in accordance with Florida law and company policy; certain positions may require fingerprinting and Level 1 or Level 2 screening.

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 residents, families, guests, vendors, and staff, responding to needs, requests, and complaints with positive, personalized service.
Answer calls within three rings, determine their purpose, relay or route information, take detailed messages, and ensure messages reach the intended person promptly.
Coordinate services for residents and families, including dry cleaning, grocery and drugstore deliveries, dining reservations, beauty services, tickets, transportation, and errands; follow up to confirm satisfaction.
Contact new residents and families within their first week to welcome them, introduce concierge services, answer questions, and direct them to community resources.
Coordinate the community transportation schedule, monitor requests for conflicts, and provide written confirmations to relevant parties.
Liaise with the culinary department regarding guest meal reservations and provide written confirmations.
Call residents who are not in the dining room and maintain RSVP lists for community and family events and special meals.
Maintain community security procedures and monitor resident and guest sign-in and sign-out logs.
Keep the reception, lobby, and welcome area safe, clean, and organized.
Receive and sort incoming mail, deliver it as appropriate, and receive and log packages.
Perform other duties as assigned.