Resident Support Center Clerk

Overview

WE’RE WAITING TO HEAR FROM YOU. COME JOIN OUR FAMILY AND GROW YOUR CAREER WITH US! Our team is only as strong as each individual contributor – which is why we focus our energy on hiring people who are friendly, hardworking and have a true passion for serving older adults. After all, residents aren’t guests in our community; we’re working in their home.

Position Title: Resident Support Center Clerk

The Call Center Clerk is to provide excellent and informative customer service to all residents. This individual is responsible for answering resident inquiries and providing helpful solutions across The Village. The Call Center Clerk will collaborate with all departments to assist residents and guests. This position reports to the Director of Resident Services.

Full-Time Schedule (32 hours per week): The position will work every other weekend and various days during the week with Holiday Rotation.

JOB SUMMARY:

The Call Center Clerk is to provide excellent and informative customer service to all residents. This individual is responsible for answering resident inquiries and providing helpful solutions across The Village. The Call Center Clerk will collaborate with all departments to assist residents and guests. This position reports to the Director of Resident Services.

• Welcomes visitors and/or residents, answers questions, handles inquiries and transfers/refer to proper departments.
• Answers telephone in a respectful and kind manner.
• Schedules transportation appointments for residents and reserves seat for special off campus events.
• Signs up residents using Touch Town to assist Life Enrichment.
• Inputs work orders for EVS, IT, and Maintenance based on the resident’s service request(s).
• Inputs dining orders, reservations, and food delivery request into proper system and confirms with the Dining department.
• Follows up with residents, department heads, and staff as necessary to ensure customer satisfaction is met and proper information is given to residents.
• Performs filing, sorting, and other clerical duties as necessary.
• Creates and maintains a professional office environment at the Call Center and office area.
• Trains on how to work the Concierge Front Desk and provides coverage when needed on weekdays or weekends.
• Maintains workstation and equipment in a safe and organized manner.
• Uses company provided script during campus emergencies (i.e., hurricane, power outage) to answer resident calls and concerns.
• Reports any concerning resident behavior to the Resident Services Director.
• Completes all in-service and Relias training and education sessions by assigned due date.

• Ability to understand, communicate effectively, and follow instructions.
• Able to perform simple mathematics and possess thorough knowledge and skill in typing and word processing.
• Create work orders with Worxhub; learn Retail Tracker software and any other SFSL programming software.
• Ability to work under pressure, problem solve, meet deadlines, be exact in performance and work well without direct supervision.
• Display a courteous, friendly, and helpful attitude toward the public.
• Multitask while retaining a large amount of knowledge about the campus.
• Perform other duties as assigned.

• Must be able to sit for up to 75% of the workday.
• Must be able to stand and walk throughout the workday.
• Must be able to push and pull up to 50 lbs. unassisted.
• Must be able to lift up to 30 lbs.
• Must be able to bend and reach.
• Must have good manual dexterity for typing and operation of office machinery including computer.
• Requires continuous mental and visual attention to diversified operations.
• Must be able to work paying close attention to detail with frequent interruptions.

• High School graduate or equivalent.
• 2-3 years of professional office experience.

• Comprehensive benefits package, including medical, dental, life and disability insurance
• Paid Time Off, Company Paid Holidays, 401K plan with matching contributions, and more
• Associate recognition programs, referral bonuses, tuition reimbursement and associate scholarships

* Part-time positions may…