Customer Service Liaison

Position Summary

The Customer Service Liaison plays a key role in promoting resident and family satisfaction by building positive relationships, addressing concerns, and coordinating communication between residents, families, and facility departments. This individual will help foster a warm, supportive environment while ensuring concerns are resolved promptly and professionally.

Responsibilities

• Serve as a primary point of contact for residents, families, and visitors.
• Conduct routine resident and family satisfaction rounds to ensure needs and concerns are addressed.
• Respond to questions, concerns, and service requests in a timely and professional manner.
• Collaborate with Nursing, Therapy, Social Services, Admissions, Activities, Dietary, and other departments to resolve issues.
• Follow up on concerns to ensure satisfactory resolution.
• Welcome new residents and families, providing orientation and ongoing support.
• Assist with resident satisfaction initiatives, customer service programs, and retention efforts.
• Maintain accurate documentation of resident and family interactions.
• Support admissions, tours, and special events as needed.
• Promote a positive image of the facility through exceptional customer service.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Previous experience in customer service, healthcare, hospitality, or long-term care preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to build rapport with residents, families, and staff.
• Organized, detail-oriented, and able to manage multiple priorities.
• Proficient with Microsoft Office and electronic documentation systems.