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Resident Relations Associate

3 weeks ago

Portland, OR, United States Touchmark Full time

ETHIC - Excellence, Teamwork, Hospitality, Integrity, and Compassion - steadfastly characterizes our mission to continually enrich the daily lives of residents. We practice these principles with every task and interaction, from personal caregiver assistance to mowing the grass. At Touchmark, we say:

I AM AN ALLY • I AM A FRIEND • I AM A GIVER

Do you have a passion for providing the best service to guests and customers? At Touchmark in the West Hills, you have the opportunity to work in a place you can be proud of. With a mission to enrich people's lives, Touchmark empowers its team members to make a meaningful impact on the residents and to build relationships with some of the most wonderful people around, both residents and team members alike. Additionally, you will work in a beautiful environment and go home every day knowing that you have made a positive difference in someone else's life.

The Front Desk - Concierge oversees and executes a fee-based service program designed to assist residents with simple daily tasks. This role actively promotes the program, fulfills personal non-clinical requests, including but not limited to driving and package delivery, light housekeeping, pet care assistance, technology help, and personal errands. Responsibilities also include overseeing and promoting the availability of services and encouraging participation. During non-peak times, provide additional support to the front desk associates.

Essential Functions:

  1. Model the Touchmark Values in decision-making and interactions with team members, residents, and guests.
  2. Works with the department and adheres to the Touchmark Gold Standards.
  3. Maintain an organized system for tracking service requests and payments.
  4. Work with the Resident Services Manager/Director to support and maintain marketing materials and communication strategies to promote the program.
  5. Coordinate scheduling and fulfillment of service requests efficiently.
  6. Ensure timely and accurate completion of resident requests.
  7. Gather feedback from residents to propose and create new ways to enhance service offerings continuously.
  8. Work as a team player with the front desk associates to provide seamless support.
  9. Communicate effectively with residents to assess their needs and provide tailored solutions.
  10. Assist with front desk duties and essential functions such as answering calls, directing visitors, and handling inquiries when necessary.
  11. Create, implement, and manage the transportation schedules of requested resident appointments.
  12. Collaborate with leadership to identify and implement service improvements.
  13. Regular, predictable, and reliable attendance and punctuality.
  14. Uphold a friendly, professional, and resident-focused approach.
  15. Perform all duties with a positive attitude focused on hospitality.
Required Qualifications:
  1. High School Diploma or equivalent
  2. Minimum two years' customer service experience
  3. Experience answering calls on a multi-line phone system
  4. Basic computer proficiency experience with Outlook and Windows-based systems
  5. Excellent organizational skills
  6. CPR/AED and first aid certified
  7. Possess a valid driver's license.
  8. Annually, provide a DMV driving record to your supervisor and receive favorable results according to the company "Driving Screening Criteria-Point System;"
  9. Ability to drive defensively and in a non-aggressive manner;
  10. Genuinely interested in working with residents with advancing personal needs
  11. Willingness to accept supervision and direction from supervisory personnel.
  12. Ability to get along with co-workers, demonstrate integrity, and maintain a caring attitude

Benefits:

Touchmark is dedicated to providing the best for our residents, and it all begins with providing the best for our employees. That's why we offer a competitive compensation and benefits package to our team members who work 30+ hours per week which includes:
  • Paid time off (including holidays)
  • Health, dental, and vision insurance plans for employees and eligible dependents
  • Education assistance
  • Bonus and retirement plans
  • Health care, dependent care, and commuter Flexible Spending Accounts
  • On-Demand Pay allows you to access pay as you earn it
  • Employee Assistance Program
  • Supplemental insurance options


We are looking to hire individuals whose values align with ours and who believe in doing everything they can to lead by example in safety, compassion, and empathy. If that sounds like you, we encourage you to apply.

Check us out at www.Touchmark.com.

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