Customer Care Representative

CUSTOMER CARE REPRESENTATIVE:

Lutheran Life Villages is seeking a Full-Time Customer Service Representative who prides themselves on providing a positive experience for all of their consumers. The Customer Care Representative is the front line and represents the first engagement with visitors from the community. Apply today and help be a part of the team that is making Lutheran Life Villages great.

The ideal candidate for the Customer Care Representative will be an organized, friendly individual who is willing to engage residents and visitors in a pleasant and professional manner. The ideal Customer Service Representative provides excellence in customer service by handling all incoming Reception Center requests promptly and correctly. They are responsible for receiving and recording payments, resident trust transactions, as well as providing quality accounting support as assigned by supervisor. This Full Time position will be Monday-Friday 9am-5:30pm.

At Lutheran Life Villages you will enjoy a welcoming and friendly environment, paid time off, campus events, and supportive leadership. You will have access to health insurance and the opportunity to prepare for retirement by offering an employer match for your 403(b). Best of all, you will get to work with many amazing people who value and live by our mission and life values.

Job Qualifications

1. Education/Training
2. High school diploma, accounting training preferred.
3. Experience
4. At least two years working in a business office and/or accounting field, preferably in long-term care setting.

Required Knowledge, Skills, and Abilities

1. Excellent customer service skills and professional representation.
2. Basic accounting functions.
3. Basic use of Excel and other Microsoft Office programs.
4. Strong verbal communication skills.

Mission Statement
As an expression of Christ’s love, we serve individuals and their caregivers with compassion and respect for independence, wellness and spiritual life.
General Statement of Duties
The Customer Care Representative is responsible for providing excellence in customer by handling all incoming Reception Center requests promptly and correctly.
They are responsible for receiving and recording payments, resident trust transactions, as well as providing quality technical and accounting support as assigned by supervisor.
Essential Job Functions
Reception Center Duties:
A. Promptly greets and responds to internal and external customers in a professional, efficient, and pleasant manner, while also thanking them and wishing them a great day as they leave our campus.
B. Answers and responds to telephone and intercom calls in a professional, efficient, and pleasant manner.
C. Knowledgeable of services, policies, and procedures to respond appropriately to internal and external customer questions and requests.
D. Thorough knowledge of campus layout and ability to communicate directions.
E. Provide exceptional customer care to residents, family members, visitors and employees.
F. Maintains organization of the Reception Center in order to present a positive Public Relations image.
G. Understands role of Public Relations in fulfilling the LLV mission and meeting the goals of the organization.
H. Assists the Executive Assistant, Admissions Office and Business Office in completing assigned tasks.
I. Appropriately handles emergency (stat) requests.
J. Processes and distributes incoming mail, newspapers, and deliveries (packages,
flowers, medications, etc.) according to policies and procedures.
K. Provides residents with stationery and writing implements when requested.
L. Announces emergencies and occasional events over intercom and follows proper paging protocol.
M. Participates in ongoing training to enhance voice and one-on-one.
N. Apprises manager of any situation or circumstance critical to the operation of
the organization or Reception Center.
Business Office Duties:
A. Completes daily deposits through either electronic deposit for checks or completing a deposit ticket for cash.
B. Disperse funds to resident from resident trust accounts, make appropriate transactions in PCC and ensure there is adequate cash in cash drawer to meet resident’s needs.
C. Receive payments, complete transaction in PCC and prepare receipts.
D. Sells employee and visitor meal tickets, stamps and other items as necessary; accounts for monies.
E. Balances cash drawer.
Other duties as assigned to maintain high level of customer service for the Business Office team members and the community and support the LLV mission and values.
Equipment
1. Multi-line Phone System
2. Computer and printer
3. Copier and Fax machine
4. Calculator
5. Postage meter and scales

Expectations for All Employees
1. All employees will support the organization’s mission and vision by modeling the LIFE Values: Leadership, Impact, Friendship, and Excellence through their daily actions.
2. Maintains confidentiality of all information.
3. Adherence to safety measures: assures infection control and standard precaution practices are maintained; uses protective devices when performing tasks according to OSHA, infection control, and universal standard regulations; reports all hazardous conditions; follows fire/tornado/emergency and other safety policies and procedures; keeps work area free of hazards; and follows safety precautions when using equipment and supplies.
4. Participation in mandatory in-service training and essential meetings.
5. Observes Corporate Code of Conduct in job performance.
6. Follows HIPAA guidelines.

Lutheran Life Villages is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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