Director of Customer Experience

DIRECTOR OF CUSTOMER EXPERIENCE Classification and Pay Hourly Non-Exempt Reports to Administrator Summary/Objective In keeping with our organization’s goals, the primary objectives of the Director of Customer Experience are to monitor all aspects of the guest experience and provide actionable information to facility management regarding enhancements to the overall operational effectiveness of the facility. The Director of Customer Experience will have direct interaction with residents, family members, and guests and gather feedback through the customer survey system as well through direct communication.

The Director of Customer Experience will also be involved in responding to and resolving guest issues as well as directing and communicating with facility management to assign members of the management team to address and resolve issues.

Job Duties  Greet/orient all new residents and their families to the amenities and services of the facility, and of the Guest Services role.  Follow-up with each short-term resident (daily when possible) and family member/responsible party (weekly) or as directed and required  Serve as liaison between guests (and their families) and facility to address any concerns  Manage room appearance standards to ensure great first impression for all new arrivals (safety checks, bedding, cleanliness, welcome book, welcome/departure gift)  Responsible for daily administration of survey tool/system  Taking full ownership of all guest concerns and comments  Resolve issues immediately and develop follow up strategies to ensure resident satisfaction  Examine trends in data to identify systemic issues and/or improvements and present to facility management  Present a professional image to residents through dress, behavior, and speech  Adhere to Company standards for resolving consumer concerns  Ensure that all patient/resident rights are protected  Interact with residents, families, and others with a calm and empathetic demeanor to administer the best resolution possible depending on the circumstances  Provide excellent service, setting an example and becoming a champion of the facility’s service program to build a stronger net promoter score (residents’ and family members’ willingness to recommend the facility to others)  Communicate and interact effectively with residents, visitors, families, staff, and supervisors  Attend and participate in departmental meetings and in-services as directed  Report all resident, staff, or other concerns to the appropriate department head  Report all incidents, accidents, unsafe situations, and concerns immediately  Maintain knowledge of applicable federal, state, and local rules and regulations relating to responsibilities  Ensure that responsibilities are performed consistent with all applicable federal, state, and local rules and regulations as well as facility policies and procedures Page 1 of 3 Supervisory Responsibility

Job Description:

Director of Customer Experience There are no supervisory responsibilities for this position. However, the position requires communication with and oversight of nursing home staff to ensure that specific policies, procedures, and programs are implemented correctly. Required

Education and Experience  High school diploma or GED  Computer literacy skills (Microsoft Outlook, Microsoft Office, Internet)  2-3 years of professional experience in similar position with strong emphasis on hospitality industry experience  College degree or hospitality degree preferred Required Skills  Excellent written and verbal communication skills  Demonstrate leadership, organizational skills, and ability to maintain a positive and professional attitude  Ability to work well under pressure, meet deadlines, and handle multiple tasks simultaneously  Display attention to detail  Interact with residents, families, and the community in a professional manner  Ability to engage in active listening (giving full attention to those speaking), critical thinking (using logic and reasoning to identify strengths/weaknesses of alternative solutions), and active learning (understanding implications of new information during problem-solving…