Description

Customer Service Representative - FT or PT

Johns Creek, GA 

Description

Reports to: Business Office Director Supervises: N/A

Department: Community Relations FLSA Status: Non-Exempt

Position Summary:

Greet residents and visitors at the front desk and by phone. Establish an initial friendly atmosphere in the community. Respond to emergencies and resident requests.

Five day work week, must be available to work Weds and Sundays 8 am - 3 pm, plus three other days to be determined. Saturdays will alternate every third Saturday.

Requirements

Essential Job Functions:

• Approach all encounters with residents and employees in a friendly, service-oriented manner

• Monitor residents’ well-being in a general way

• Report any changes in the condition of a resident to the supervisor immediately

• Assist residents with requests as needed or find an appropriate employee to assist

• Look for opportunities to exceed resident expectations and enhance resident satisfaction

• Act as liaison in communicating residents’ needs to management and/or other departments

• Monitor residents, guests, private duty attendants, and visitors coming in and out of the community and ensure the use of Resident/Guest logs

• Support the Move-In and Welcome process by entering data in a timely manner, uploading resident pictures, printing and posting documents at assigned intervals, and assigning and managing tasks through New Resident Feed

• Answer telephone and take messages

• Remind residents about transportation requests and reservations as required

• Maintain accurate written records

• Record all cash receipts as applicable

• Update daily census

• Type and print out Daily Line Up materials

• Maintain twenty-four-hour communication log

• Distribute monthly program calendar, weekly menus, and flyers to residents

• Log incoming packages received at the desk and notify the appropriate party of delivery

• Record and distribute all work orders for maintenance

• Receive and distribute incoming mail

• Complete other typing and filing as assigned

• Maintain the “Resident Away” Status log

• Maintain the confidentiality of resident information

• Respond to emergencies and supply emergency personnel with a “Face Sheet” (resident information sheet) as needed

• Support open and honest communication with and between all employees

• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and name tag when working

• Look for ways to reduce costs and create efficiencies on a daily basis

• Ensure regulatory compliance and report any issues or concerns immediately

• Support continuous improvement

• Comply with Valeo Senior standards and regulations to encourage safe and efficient community operations

• Perform other duties and tasks as assigned or required

Knowledge/Skills/Abilities:

• Approachability – Warm, pleasant, and gracious; build rapport well and put others at ease

• Compassion – Genuinely caring and sympathetic towards others; is available and ready to help; display empathy

• Customer Focus – Dedicated to meeting the expectations and requirements of internal and external customers; act with the customer in mind

• Integrity and Trust – Seen as a direct, truthful individual; keep confidences; admit mistakes

• Listening – Practice attentive and active listening

• Peer Relationships – Seen as a team player; cooperative

• Problem Solving – uses logic and creativity to solve difficult problems and find effective solutions

Education/Experience/Training:

• High school graduate preferred

• Six months to one year of senior living, customer service, or related experience preferred

• Intermediate Microsoft Office skills required

Working Conditions:

On the job, the employee will work predominately in an environmentally controlled community living facility with most of the time being spent in the front office and/or common areas of the community. Due to the nature of the job, the employee may be exposed to working conditions typically found in other departmental areas such as dining services or maintenance. Occasionally, the employee may tour and/or work in parts of the community that will require walking moderate distances and climbing stairs. Some exposure to noise may exist such as vacuums, washing machines, and dryers, telephones, copy/fax machines, cooling fans, piped-in music, televisions, etc.