Director of Customer Experience - D.C.E.

Location: Evanston, IL
Date Posted: 02-09-2018
Symphony Post Acute Network is looking for an energetic, talented Director of Customer Experience to join our team!
The Symphony Post Acute Network, one of the country’s leading innovators in the delivery of post-acute care and management services. We are a family-oriented operation that takes a uniquely personal approach to delivering quality outcomes for the patients in our care.
Our Director of Customer Experience (D.C.E.) is responsible for monitoring all aspects of the guest experience and be involved in responding to guest issues, resolving problems personally and/or assigning them to other members of the management team for resolution.
•        Greet/orient all new guests and their families to the amenities and services of the facility, and of the Guest Services role.
•        Follow-up with each short-term resident, resolving any guests/family members issues with a calm and empathetic demeanor.
•        Serve as liaison between guests (and their families) and facility to address any/all concerns.
•        Responsible for daily administration of survey tool/system.
•        Supervises receptionists including assist with the receptionist job duties.

•        ​Specific Educational/Vocational Requirements:
•        College degree or hospitality degree preferred.
•        High school degree required.
•        2-3 years professional experience in similar position with strong emphasis on hospitality industry experience.
Job/Technical Skills:
•        Effective oral and written communication skills
•        Leadership, management, and analytical ability
•        Ability to work within a team and interact with coworkers and guests/families with courtesy and respect.
•        Strong organizational skills, strong public relations and, customer service skills
•        Must be available to work weekends and holidays
•        Professional Attire Required

  • Opportunity as well for advancement within the facility and also at other member facilities of the Symphony Post Acute Network (
  • Competitive benefit and paid time off package 
  • Multiple health insurance options
  • 401k match and voluntary benefit programs
  • Company paid life insurance for all full-time employees
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