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Resident Services Manager


The Resident Services Manager manages customer support to residents by overseeing the proper handling of service requests, service issues, and coordinating other miscellaneous resident-related functions to achieve community goals surrounding resident satisfaction and retention. This role directly manages the front desk and concierge services.

By joining our team, you will become central to helping our leadership foster positive, lasting impact in the lives of our 100+ ‘Difference Makers’ each day.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Manages the front desk and all Customer Service Representatives (CSRs).

Ensures that CSRs are providing excellent customer service at all times and that issues brought to the front desk are directed to the appropriate department.

Oversees the delivery of Concierge services to residents.

Manages transportation services, ensuring optimal scheduled routes. Ensures training of drivers in the transportation policy and the procedures of safe driving and resident safety.

Manages conflicting priorities, resident issues and complaints in a satisfactory manner maintaining high standards of communication and collaboration.

Oversees proper communication and awareness of all campus special services in collaboration and coordination with other departments.

Ensures that departmental expenditures are within budget guidelines.

Monitors compliance of residents with the Resident Handbook and addresses handbook violations.

Stays well-informed of all ongoing and upcoming campus activities to ensure proper and timely assistance to residents and guests.

• Ethical Conduct.
• Communication Proficiency.
• Organizational Skills.
• Managing Others.

Supervisory Responsibilities
Directly supervises Customer Service Representatives and transportation service staff. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee may occasionally lift up to 30 pounds.

Position Type/Expected Hours of Work
This is a full-time position, which may require response to resident issues during off hours.

Preferred Education and Experience
Minimum of 2 years’ experience in staff supervision.Minimum of 2 years’ experience in a customer service focused position.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Pre-employment DOJ/FBI clearance, TB test, clear drug screen, and employment history/professional reference verification required. EOE

Samaritan Village offers competitive salary, comprehensive healthcare benefits,  403(b) Retirement Plan options, paid holidays, sick leave, and vacation.

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