Director of Customer Service (DOC)

We welcome professionals who:

• Are uncompromising in providing concentrated and quality-driven care.

• Who possess forward-thinking motivation aimed to set and exceed standards in practice.

• Are role models of dedication, treating every patient with the utmost respect and kindness.

Director of Customer experience (DOC): Duties and Responsibilities:

• Greet/orient all new guest 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 where possible) and family/member responsible party (weekly) and/or as needed

• Serve as a liaison between guest (and their families) and facility to address any/ all 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 follow up to ensure guest satisfaction

• Examine trends in data to identify systemic issues and/or improvements and present to facility management

• Responsible for resolving guest/family members issues with a calm and empathetic demeanor to administer the best resolution possible depending on the circumstances

• Responsible for providing excellent service, setting an example and becoming a champion of the company service program withing the facility to build a stronger net promoter score (guest’s willingness to recommend)

• Ability to work within a team and interact with coworkers and guests/families with courtesy and respect

• Good judgement, decision making and problem-solving abilities to assist with dispute resolution

• Strong organizational skills to prioritized and handle multiple tasks at once

• Strong public relation and customer services

• Ability to influence and compel other to adhere to company service platform

Director of Customer Experience (DOC) Requirements:

1. Must be able to read, write, and understand English language

2. Must attend a minimum of 12 hours of continuing education programs provided by the center to maintain certification

3. High school degree required

4. Extensive knowledge of department processes

5. 2-3 years professional experience in similar position with strong emphasis on hospitality industry experience

6. Leadership, management, and analytical ability