Community Experience Coordinator At Croasdaile Village, we value and recognize the importance of supporting, training and retraining our staff. Our mission of providing excellent services leading to an abundant life is an important goal of our Continuing Care Retirement Community (CCRC). Croasdaile Village provides competitive salaries, educational opportunities and a comprehensive benefit package. We are an equal opportunity employer and a drug-free workplace. Many roles in the community may require that we ask about your vaccination status. This could include MMR, chicken pox, hepatitis, flu and COVID-19 vaccine status. Please note that all employees are required to provide proof of COVID-19 vaccination, or apply for and receive an approved exemption, as a condition of employment. SUMMARY The Community Experience Coordinator plays a vital role in enhancing the living experience of residents in our community. This position focuses on addressing and resolving residents’ concerns, facilitating effective communication between residents and leadership, and ensuring a supportive and responsive community environment. Make an impact on resident satisfaction by listening and making sure their concerns are addressed. Responds to and resolves concerns from residents, ensuring fair and efficient handling of issues while maintaining compliance with policies and confidentiality. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Serves as the primary point of contact for residents to voice concerns or suggestions. Investigates and resolves resident concerns in a timely and effective manner, collaborating with the leadership team. Manage Independent Living Resident compliments, concerns, and requests. Maintains a digital log (with graphs) of resident compliments, concerns, and requests. Shares data with Communications Director, Associate Executive Director, and Executive Director. May be asked to share data in appropriate meetings such as manager meetings or QAPI. Encourages online review for compliments shared and assists resident if needed. Acts as a liaison between residents and the leadership team to ensure information is effectively shared and feedback is addressed. Provides the resident with appropriate resources related to their concerns and contacts the appropriate department head for follow-up. Follows up with the resident to ensure that the concern is brought to an acceptable (if possible) conclusion. Analyzes concern patterns to pinpoint systematic issues and recommend improvements. Contacts Professional Development to share any trends identified to schedule training for employees so the trend does not continue. Assists with identifying, revising, and improving resident service quality control measures. Participates in Resident Committee and Neighborhood Meetings as needed to hear concerns. Gives exceptional customer service to residents and visitors, from providing a pleasant greeting to maintaining professionalism and composure in more challenging situations. Supports other departments as needed to ensure high quality resident service. HOSPITALITY FOCUS Croasdaile Village fully embraces a culture of hospitality. To that end, we include the following hospitality promises as a guide for our interpersonal interactions with residents, co-workers, and guests: 1. You will be expected to greet all warmly, by name and with a smile. 2. You will be expected to treat everyone with courteous respect. 3. You will strive to anticipate our residents’ needs and act accordingly. 4. You will listen and respond enthusiastically in a timely manner. 5. You will hold yourself and others accountable. 6. You will make our residents feel important. 7. You will embrace and value everyone’s differences. 8. You will ask “Is there anything else I can do for you?” 9. You will maintain a high level of professionalism, both in conduct and appearance, at all times. 10. You will pay attention to details. QUALIFICATIONS Experience working in a senior living community is a plus. Proficient with Microsoft Office software. Must be well organized and can multi-task. Ability to show initiative, good judgement, and good decision-making and problem-solving skills. Ability to create graphic illustrations of data a plus. Ensure accuracy in documentation and following established procedures. Ability to handle difficult situations. Actively listen to residents about their concerns. EDUCATION and/or EXPERIENCE Bachelor’s degree in hospitality management, communications, quality management, or related field preferred. Knowledge of aging issues and community living principles is a plus. EMPLOYEE BENEFITS Some highlights of our COMPREHENSIVE Benefit Package for qualifying full-time and part-time Team Members may include: 128 hours of annual Paid Time Off PLUS Holiday Pay and PTO Sellback/Cash-in Choices of affordable and comprehensive Health Insurance options for Employee, Child, Family and/or Spouse Dental Plan Prescription Drugs Plan Vision Plan 403(b) Plan (retirement plan with employer matching program) Group Term Life/AD&D Long Term Disability PTO and Holidays Flexible Spending Account Dependent Care Account Short-Term Disability Insurance, Cancer, Critical Illness and Whole Life Insurance Wellness Plan that is attached to the medical benefits Employee Assistance Program and Work-Life Service Reduced fees for onsite Massage Therapist and Chiropractor Payroll Deduction for Meals (onsite dining room) Access to resident pool, fitness center and scenic walking trails