Director of Customer Experience

Now Hiring:
Customer Service Experience, DCE

Casa of Hobart – Hobart, IN

Employment Type:

Full-Time

Competitive Pay, Excellent Benefits, Supportive Team Environment

We are seeking a Director of Customer Experience (DCE) to champion guest satisfaction and lead customer service operations at our facility. This role plays a crucial part in ensuring a smooth and welcoming experience for all residents and families—from admission to discharge. The DCE works closely with the Admissions Director
, Hospital Liaison
, Business Development
, and facility leadership to enhance resident satisfaction and improve operational effectiveness.

• Support Admissions Team

  • Assist Admissions Director as needed

  • Maintain and update Daily Census in PCC

  • Communicate bed availability to Hospital Liaison

  • Notify facility departments of incoming admissions (DON, ADON, RNC, SW, Housekeeping, etc.)

  • Ensure room readiness and support tours/admissions coverage

• Welcome & Follow-Up

  • Greet all new admissions and their families upon arrival

  • Conduct facility satisfaction surveys:

    • Within 72 hours of admission (short-term)

    • At 30, 60, and 90 days (long-term)

  • Make follow-up calls to recently discharged or hospitalized residents and their families

• Customer Service Oversight

  • Conduct daily observations of staff-to-resident interactions

  • Provide training and coaching in customer service best practices

  • Take ownership of customer concerns and ensure timely resolution

  • Improve overall customer experience to promote engagement and growth

• Previous experience in long-term care, skilled nursing, or senior living strongly preferred

• CNA, QMA, or MA certification preferred

• Strong leadership and coaching abilities

• Proven experience in customer service or hospitality management

• Proficiency with computers and electronic medical records (e.g., PCC)

• Compassionate, empathetic, and professional demeanor

• Excellent written and verbal communication skills

• High School Diploma required
  ;
  College or Hospitality degree preferred

At our facility, we recognize that a great experience starts with great people. Join a team that values communication, compassion, and innovation—where every day is an opportunity to impact the lives of residents and their families.