Customer Service Ambassador

Job Description

Job Description

Cabarrus Health & Rehabilitation Center in Concord, NC is seeking a qualified candidate to join our growing team as the Customer Service Ambassador. 

The Customer Service Ambassador serves as the primary point of contact for residents, families, visitors, and community partners to ensure a positive experience throughout the resident stay. This role supports resident satisfaction, addresses concerns promptly, and helps resolve complaints before escalation by coordinating communication between nursing, therapy, social services, administration, and ancillary departments. The liaison promotes a culture of service excellence, advocates for resident rights, and assists with service recovery initiatives to improve quality outcomes and facility reputation.

The position also supports admission transitions, conducts rounds, tracks grievances, follows up on concerns, and identifies trends to help leadership improve care delivery, retention, and satisfaction scores.

What We Offer

• Competitive pay commensurate with experience

• Excellent Health Benefits (Medical, Dental, Vision)

• 401(k), Flexible Spending Account, & Other Elective Benefits Available

• Paid Time Off (PTO) for Full-Time Employees

• Career Growth Opportunities

• Daily Pay Available

What You'll Do

• Greet and assist residents, families, and visitors; serve as facility ambassador

• Conduct daily customer service rounds and document feedback

• Investigate and resolve concerns, complaints, and grievances in collaboration with department leaders

• Ensure timely follow-up and communication of resolutions

• Support admissions by welcoming new residents and families and orienting them to facility services

• Maintain grievance logs and track trends for QAPI reporting

• Coordinate care conferences and service recovery actions as needed

• Educate staff on customer service expectations and communication practices

• Promote resident rights and advocate for resident dignity and preferences

• Assist with satisfaction surveys and reputation management initiatives

   

What You Need

• High school diploma required; healthcare or long-term care experience preferred

• Strong interpersonal, conflict resolution, and communication skills

• Knowledge of SNF regulations and resident rights (preferred)

• Ability to handle sensitive situations professionally and confidentially

• Experience with documentation and tracking systems

• Ability to work independently or as part of a team.