Director of Concierge Services

Wilmington, NC, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $20.00 - $27.00

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Professional development opportunities

flexible schedule

Employee wellness programs

Job Description

Lutheran Services Carolinas (LSC) is a renowned nonprofit organization dedicated to providing high-quality senior services throughout North Carolina. With a core commitment to person-centered care, LSC offers a comprehensive range of services including senior living communities, healthcare, and supportive services. Their mission focuses on promoting dignity, well-being, and abundant living for older adults, reflecting a compassionate approach that respects individual needs and preferences. The organization’s vibrant network empowers older adults to lead fulfilling lives enriched by dedicated support and community engagement.

Trinity Landing in Wilmington, NC, is one of LSC's premier senior living communities known for fostering an environment of joy, purpose, and active engagement among its residents. The caring team at Trinity Landing works collaboratively with a focus on delivering exceptional client experiences. They are currently seeking a Director of Concierge Services to join their team, a role pivotal to enhancing client interactions through dedicated service management and leadership.

The Director of Concierge Services is a strategic leadership position responsible for overseeing the client experience team and the day-to-day concierge operations. This role is essential to maintaining service quality, call center performance, and effective communication across all client touchpoints. The director ensures that clients, residents, families, and partners receive timely, personalized, and responsive support. By guiding the concierge team with professionalism, care, and a customer-first mindset, the director plays a critical role in upholding the community’s standards of service excellence.

This position requires an energetic and strategic leader proficient in project management and collaborative improvement of service delivery. The ideal candidate will utilize data-driven insights and client feedback to enhance operational efficiency and service consistency. Key responsibilities include leading and developing the concierge team, implementing strategies to improve client satisfaction, managing call center operations, and fostering a multilingual and culturally responsive environment to meet diverse client needs.

Joining Lutheran Services Carolinas means becoming part of a mission-driven organization committed to community impact and exceptional service. This role offers a unique opportunity to influence daily operations, support team development, and strengthen lasting relationships with clients and partners, all within a supportive, purpose-driven workplace committed to enriching the lives of seniors.

Job Requirements

Bachelor's degree or equivalent experience in a related field
Minimum of 5 years experience in customer service, concierge services, or call center management
Demonstrated leadership and team management abilities
Strong organizational and multitasking skills
Proficiency in data analysis and reporting
Excellent interpersonal and communication skills
Ability to work in a fast-paced environment
Commitment to serving diverse and multicultural populations

Job Qualifications

Proven leadership experience managing teams in customer service, client support, concierge services, or call center environments
Strong project management skills with the ability to organize priorities, manage timelines, and oversee multiple initiatives at once
Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with clients, families, teammates, vendors, and leaders
Experience supervising teams with a focus on service excellence, accountability, and teammate development
Technical proficiency with customer relationship management systems, call center platforms, Microsoft Office, and data analysis tools
Ability to interpret service metrics, identify trends, and make data-informed recommendations
Strong negotiation, relationship management, and problem-solving skills
Multilingual abilities are preferred and may strengthen service to a broad client base

Job Duties

Lead, coach, and supervise the concierge team while maintaining high standards for service quality, responsiveness, and operational efficiency
Develop and implement strategies that improve client satisfaction through personalized, consistent, and timely service delivery
Oversee call center operations, including call quality, response times, routing, documentation, and issue resolution
Coordinate projects that improve service processes, strengthen communication, and support operational consistency
Use data, reporting, and client feedback to identify trends, measure performance, and recommend improvements
Support a multilingual and culturally responsive service environment that meets the needs of a diverse client base
Collaborate with management to set performance goals, monitor team metrics, and drive continuous improvement
Build effective relationships with vendors, partners, and internal teams to enhance service offerings and client engagement