Lead Customer Service Representative

Job Description

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.

Schedule: : 9AM-5:30PM with flexibility of Weekend/Holiday/ Call off CoveragePay range: $18.50-$20.50/hr

Paid Vacation / Sick Time / 7 Paid HolidaysExcellent - Medical / Dental / Vision Benefits / 401KFree Meal each shift

What You’ll Do

• 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

What You Bring

• 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

Our Standards of Excellence

• Live and demonstrate our Principles, Values, and Beliefs in every interaction
• Build strong relationships with residents, families, and team members
• Deliver exceptional service with professionalism, responsiveness, and care

Why Join Us

Join a team dedicated to creating a welcoming and supportive community where your leadership and service make a meaningful difference every day.

What’s in it for me? (Great Question!)

• Competitive pay
• Healthcare Benefits including Vision & Dental (Full-Time Only)
• Matching 401k
• Paid Time Off
• Rewards and Bonus Opportunities
• Continuous Training and Growth Opportunities

What do we do?

We create a great place to live for our residents and a great place to work for our associates. Kisco Senior Living has been a dynamic, award-winning leader in the senior living industry for over 35 years.

All offers of employment are contingent upon the satisfactory completion of our pre-employment process. Requirements may include a drug screening, job-related physical examination, TB screening, background check, and any vaccinations or immunizations required by applicable state or local regulations.

Kisco Senior Living is an Equal Opportunity Employer.