Resident Services Specialist - Receptionist - Every Other Weekend
Milwaukee, WI 
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Posted 7 days ago
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Job Description
JOB OBJECTIVE:
Operates one of the lobby desks to greet or assist residents, families, visitors, service or sales representatives, vendors, and job applicants while providing the highest level of customer service, and process management/improvement, which also includes managing a switchboard. Monitors all facility and resident safety/security systems and alerts staff during emergency situations according to all State/Federal regulations/codes and Saint John's policies, procedures, and practices. Works together with all members of the community to uphold and further the mission, vision, principles, and values of Saint John's Community.

KNOWLEDGE, SKILLS, ABILITIES, QUALIFICATIONS:
 
  1. Must be a High school graduate or GED, college coursework or degree preferred.
  2. At least 1 year experience in customer services and/or with multi-line telephone systems.
  3. Must have experience with Microsoft Office - Word, Excel, Publisher, and Outlook.
  4. Must be able to read, write, and speak fluent English.
  5. Must demonstrate dependability, excellent communication, and problem-solving skills, be honest, and exhibit a warm, cheerful, caring manner. 
  6. Must be regularly at work, on time, as scheduled.
  7. Must be professional in actions, neat attire appropriate to the position, excellent customer service skills, and desire to work with and serve older adults.
  8. Must have the ability to adapt to changing organizational needs, work flexible hours to meet the scheduling requirements, which may include evenings, weekends, off hours, and holidays. 
  9. Must demonstrate the ability to comprehend and follow established procedures, be able to multi-task and to work independently and perform various duties without close supervision.

ESSENTIAL FUNCTIONS, DUTIES AND ACCOUNTABILITIES:
 
  1. Answers telephone determines nature of calls and transfers to appropriate individual or department. Takes accurate messages for employees who are without office telephones and forwards per standard procedures.
  2. Greets and gives information/directions to residents, families, guests, visitors, service and sales representatives, vendors, and job applicants, etc.
  3. Observes/monitors admittance to the facility. Registers and announces visitors to residents/staff; reports suspicious persons/information according to procedures.
  4. Monitors daily safety check in program, follows up with residents who have not checked-in, and notifies internal first responders if resident does not respond to assure safety. 
  5. Monitors and acts accordingly to any security breaches, safety or medical situations requiring notification to appropriate departments; responds per standard procedure.
  6. Monitors and maintains security clearances for residents, contractors, and movers.  Replacements created as needed.
  7. Maintains log and monitors master keys for Resident apartments to assure safety and security.
  8. Assists residents to sign up or cancel appointments or community programming/outings. 
  9. Provides customer service to residents, visitors, and staff by making change or cashes checks, copies, faxes, sale of postage, arrange for taxi cabs, Uber, Lyft, and other forms of public transportation, books reservations for guest apartments, and dining services, etc.
  10. Maintains current listings and directories of residents, including when off-campus overnight by updating documentation daily.
  11. Maintains confidentiality of administration, employee, and resident information.
  12. Accepts, signs for, logs and follows other procedures for receiving deliveries for residents and staff. Sorts, forwards, alerts staff for delivery of Saint John’s and resident mail when assigned Volunteer is not available.
  13. Performs clerical/record keeping duties as requested; types of memos, letters, notices, and reports, completes special projects for department and other departments. Checks in with supervisor if there is a deadline concern.
  14. Notifies appropriate personnel of admissions, discharges, or deaths as appropriate.
  15. Reports equipment malfunctions/breakdowns/unsafe/hazardous conditions to appropriate department, facilitates work orders to the Maintenance Department for residents, employees, and visitors, as appropriate; notify supervisor if outside service providers are needed for POS, printers, and postage machine.
  16. Gives/receives shift reports by email at the end of each shift; documents and shares information to be passed along to other Resident Service staff as needed.
  17. Follows up with concerns or items that need attention from shift reports with residents and staff. 
  18. Assists in training of new team members and supporting Resident Service team.
  19. Serves as “back-up” for Scheduler on evenings and weekends to nursing team.  Contacts employees for shift coverage of short notice absences per standard procedures.
  20. Always maintains a neat and clean work area, including personal spaces such as microwave and refrigerator in work area.   
  21. Assures that all resident/client rights are maintained at all times. Reports any violations or suspected deviations immediately, according to Saint John's policy.
  22. Maintains confidentiality of all departmental and organizational information.
  23. Knows and follows existing lines of communication and authority.
  24. Works tactfully and cooperatively with residents, families, visitors, and staff.
  25. Attends in-services, meetings, seminars, etc. as directed.
  26. Adjusts schedule or works overtime on occasion to meet the needs of the department.
  27. Assures that each desk is staffed during shift; does not leave the desk until appropriate coverage is secured, for personal breaks and/or lunch periods.

 

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Job Summary
Company
Saint John's On The Lake
Employment Term and Type
Regular, Part Time
Required Education
High School or Equivalent
Required Experience
1+ years
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