What are the responsibilities and job description for the Resident Relations Specialist position at BALFOUR SENIOR CARE?
We are seeking talented and team-oriented associates to join our Balfour – Littleton community where we offer senior living just a few miles away from historic downtown Littleton, CO. We are committed to a work environment of integrity, respect and a customer focus.
Why work for Balfour?
- Healthcare coverage for eligible employees
- Differential pay for evening and night shifts.
- Generous paid time off (PTO) plan
- Tuition Reimbursement Program
- Professional Development Opportunities
- Employee Referral Bonus - $1,000 per full time referral
- 401K with matching
Schedule: Full time, Mon-Fri, 9AM-5PM
Position Summary:
Is responsible for the delivery of exceptional customer service designed to reinforce and enhance resident and family experience, satisfaction and loyalty. In collaboration with other departments, coordinates all areas related to resident relations, including sales, dining, housekeeping, operations and wellness to ensure services to delight residents and families.
Creates a culture of service and safety that goes above and beyond just responding to needs. Responsible for managing finances, both revenue and expenses, based on occupancy and economic conditions while ensuring a culture of excellent service and safety.
Essential Job Functions:
- Achieve balanced results in associate engagement, resident loyalty, and financial performance
- Manage and improve resident and family satisfaction and loyalty using a variety of listening and learning methods, process improvement, and the anticipation of and responsiveness to needs and concerns
- Proactively identify and address resident issues, challenges and opportunities for operational improvements
- Oversee a smooth and customer service-focused front desk operation while ensuring all community and regulatory required systems and information are available and up to date
- Ensure that all communication and notices required are provided in accordance to protocol and policy and procedure
- Support the community sales process and work with the sales team to attract and retain residents
- Execute the move-in and welcome, transfer, and move-out processes effectively and compassionately while creating an amazing experience for residents and families based on each person’s unique situation
- Coordinate with other departments to ensure services are provided in efficiently and timely
- Manage third party vendors, maintaining service, quality and cost effectiveness
- Drive process and continuous improvement
Qualifications and Skills:
- High school graduate or GED is required, bachelor’s degree preferred
- One-year experience as receptionist and general office experience required
- A minimum of 3 years of experience customer service or guest relations with a minimum of 1 year supervisory experience is also required
- Experience in accounting and familiarity with accounting terms and principals preferred
- Strong problem-solving skills for analyzing difficult situations and finding effective solutions
- High competency in the use of multiple forms of technology, including Microsoft Office applications, internet-based and custom applications
About Balfour Senior Living:
Founded in 1997, Balfour Senior Living has received national and international recognition for the quality of its exterior architecture and its elegant interior design marked by the use of a vibrant color palette and a diverse collection of fine art. Since the first community in 1999, Balfour has grown to include ten communities with new projects on the horizon.
Balfour Senior Living is an Equal Opportunity Employer (EOE)
