Director of Customer Experience

Description

Join us at the Nexus of care and compassion.

Benefits Offered:

• Low-Cost Medical, Dental, Vision, and Voluntary Benefits coverage
• 401K Plan
• Employee rewards program
• Paid Vacation
• Paid Sick Time
• Paid Holidays
• Tuition Reimbursement Program
• Weekly & Monthly Employee Appreciation Events
• Birthday & Anniversary Celebrations
• Growth from within
• Team-oriented work environment

Director of Customer Experience Responsibilities:

• As the Director of Customer Experience, Welcome residents, families, and guests in a professional and caring manner, creating a warm and inviting environment.
• Coordinate the move-in and move-out experience for residents, ensuring a smooth and positive transition.
• Serve as a central point of contact for residents and families to address inquiries, requests, and feedback promptly.
• Identify and communicate non-clinical concerns (e.g., dining, housekeeping, maintenance, activities, etc.) to the appropriate department for timely resolution.
• Conduct facility tours for prospective residents and families, highlighting hospitality, amenities, and quality of care.
  • Support the Admissions and Marketing teams by assisting with inquiries, tours, and follow-up communication.
• Manage front desk operations, including phone calls, visitor check-ins, and coordination of appointments or transportation.

Requirements

Director of Customer Experience Qualifications:

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Previous experience in hospitality, customer service, or senior living required — hotel front desk, guest services, or concierge experience highly valued.
• Excellent interpersonal and communication skills with a warm, empathetic demeanor.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in Microsoft Office Suite and general computer systems.
• Strong problem-solving skills and a passion for delivering a five-star experience to residents and families.