Director of Customer Experience

Overview

Join us at the Nexus of care and compassion.

• 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

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

• 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.