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.