Lead Customer Service Representative

Lead Customer Service RepresentativeAre you a service-driven professional who enjoys leading by example? As a Lead Customer Service Representative, you will play 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.Location: CrestavillaSchedule: Wed-Sat 9am-5pmPay Range: $23-$26What You'll DoServe as the primary point of contact at the front desk, greeting residents, visitors, and callers with professionalism and warmthCoordinate and triage resident requests, ensuring timely resolution through collaboration with internal teamsSupport and guide Customer Service Representatives by assigning tasks and monitoring daily workflowAssist in resolving resident concerns and escalating issues when appropriateLead and support the Move-In and Welcome process, ensuring a seamless onboarding experienceMonitor resident well-being and report concerns to appropriate team membersMaintain accurate records, logs, and documentation to support operational continuityManage a multi-line phone system, including answering, transferring calls, and relaying messagesCoordinate transportation requests, reservations, and related communicationsAssist with administrative tasks such as work orders, billing support, inventory, and file auditsMaintain a clean, organized, and professional front desk and lobby environmentRespond to emergency systems and situations in accordance with established proceduresProtect the confidentiality of resident and community informationCollaborate across departments to support a high-quality resident experienceIdentify opportunities to improve efficiency and enhance service deliveryWhat You BringHigh school diploma or equivalent preferred1–3 years of experience in customer service, hospitality, senior living, or a related fieldExperience in a high-volume phone or front desk environment preferredStrong communication and interpersonal skills with a customer-focused mindsetAbility to multitask, prioritize, and lead in a fast-paced environmentStrong organizational and problem-solving skillsModerate proficiency in Microsoft Office and other systemsAbility to remain calm and professional in emergency or high-pressure situationsFlexibility to work evenings, nights, weekends, and holidaysOur Standards of ExcellenceLive and demonstrate our Principles, Values, and Beliefs in every interactionBuild strong relationships with residents, families, and team membersDeliver exceptional service with professionalism, responsiveness, and careWhy Join UsJoin 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 payHealthcare Benefits including Vision & Dental (Full-Time Only)Matching 401kPaid Time OffRewards and Bonus OpportunitiesContinuous Training and Growth OpportunitiesWhat 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.