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 Position Overview: 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. Key Responsibilities 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 Qualifications 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 Why Join Us? 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. #J-18808-Ljbffr Casa-of-Hobar