Director of Customer Service

Luxury Senior Living Communities

In Coral Gables, Kendall & Homestead

Is looking for

Director of Customer Service

for its

Brand New Palace at Weston

An Independent, Assisted Living & Memory Care Community

16102 Emerald Estates Drive, Weston

The #1 Priority of this position is...

Responsible for Customer Service, administrative support and services for the families and residents of an Independent Living community. The goal is to achieve complete customer satisfaction by providing a sincere, tactful, diplomatic and humanistic approach to residents, families, visitors and by paying special attention to sensitive & emotional situations.

Essential Duties & Responsibilities

• Provide a safe, efficient, and caring environment which ensures the self-respect, personal dignity, rights and physical safety of each community guest, resident and families.
• Establishes a close relationship with the residents and their families and facilitates the adjustment process for each move-in.
• Communicates with each resident's family or representative monthly.
• Prepares daily census and maintains an accurate record of available units.
• Ensures that resident documentation is complete upon move-in and responsible for overseeing that resident files are currently maintained in accordance with established policies and procedures.
• Receives all accounting inquiries pertaining to the residents billing statement.
• Coordinates the mailing of resident billing statements and follows up on past due accounts Daily.
• Supervises Receptionist, Concierge and Resident Relations Manager positions.
• Responsible for the Customer Service department's budget.
• Provides backup for Sales tours and phone calls.
• Develops and maintains a good working relationship with inter-department personnel as well as other departments within the facility.

Qualifications

• Three (3) years of experience in Hospitality, Independent Living, Assisted Living Facility or similar setting.
• Experience in social services, customer service with older adult services a plus.
• College education preferred.
• Previous experience in making judgments and decisions.
• Computer literate with knowledge of Microsoft Office programs a must.
• Ability to speak, read & write in English with good comprehension. Spanish preferred.
• Basic math skills required.

The Ideal Candidate

• Polite, responsible, always on time, resourceful, organized, very accurate, thorough and detail-oriented.
• Flexible as to work schedule. Must be available to work on weekends, holidays and in emergencies.
• Must be able to work under pressure and multi-task.
• Self-motivated with a strong work ethic and the ability to work independently AND as a team member.
• Demonstrate excellent verbal communications, interpersonal skills and empathetic listening.
• Exhibit an enthusiastic and friendly personality that has aptitude for working with a variety of people

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