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 Coverage Pay range: $18.50-$20.50/hr
Paid Vacation / Sick Time / 7 Paid Holidays Excellent - Medical / Dental / Vision Benefits / 401K Free 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.