Job Description
Moorings Park is looking for a Customer Experience Specialist. The Customer Experience Specialist position supports the strategic development, implementation, and enhancement of customer experience initiatives aimed at delivering exceptional service. This role involves conducting research, collecting data, managing databases, and analyzing customer feedback to inform decision-making. The Specialist will also design and manage reoccurring surveys to gather insights on customer satisfaction, trends, and sentiment. By collaborating with cross-functional teams, this position supports the organization’s customer experience goals and ensures alignment across various programs and practices. Additionally, the role includes administrative tasks such as scheduling, preparing documents, coordinating resources, and assisting with other project related duties.
Contributions:
- Collects, organizes, validates, and analyzes information and data for business metrics, reporting, and Continuous Quality Improvement (CQI) processes
- Ensures accuracy, consistency, integrity, and quality of organizational data across systems and reports
- Conducts routine data audits and quality assurance reviews to identify discrepancies, trends, and opportunities for improvement
- Develops and maintains standardized processes for data collection, reporting, and record management
- Creates and maintains dashboards, tracking tools, and reports to support operational performance metrics
- Collaborates with departments to improve data accuracy, workflow efficiency, and reporting consistency
- Leads the Continuous Quality Improvement (CQI) process
- Collects, manages, and analyzes customer experience and satisfaction data
- Monitors customer feedback, identifies trends, and recommends service improvements
- Designs, administers, and manages recurring customer satisfaction surveys
- Prepares reports, presentations, and analytics for leadership and committees
- Works closely with the COO to serve as the primary point of contact between Moorings Park, experience management companies, internal teams, and customers
- Supports customer experience initiatives and organization-wide communications
- Assists with meeting preparations, presentations, reporting, and communications
- Assists with CARF accreditation preparation, compliance tracking, and documentation
- Reviews, organizes, and supports updates to organizational policies and procedures
- Provides SPLAN platform support for all three communities
- Collects, organizes, and analyzes information and data for business metrics
- Collaborates with the COO to prioritize projects, gather necessary information, and address routine inquiries from the customer base
- Gathers and reviews operational data across service areas of the TrueSpan programs
- Provides administrative support to the TrueSpan Executive Director
- Provides backup support for Successful Aging-related meetings, presentations, and reporting needs
- Maintains TrueSpan licensure records across campuses
- Manages and updates TrueSpan content on the TrueSpan platform
- Assists with meeting preparations, presentations, reporting, and communications
- Provides backup support for executive assistants as needed
- Supports emergency and disaster response operations when required
Job Requirements:
- Excellent oral and written communication skills in the English language required
- During emergencies or natural disasters may be required to be on duty for the duration of the disaster.
- Associate degree in related field (i.e., statistics), or a minimum of 4 years of relevant experience in performance management
- Strong analytical and problem-solving skills
- Ability to apply critical thinking and attention to details
- Highly skilled in Microsoft suite and related software with special emphasis on Microsoft Excel
- Excellent communication and people skills, evidencing the ability to influence and guide resources.
Moorings Park ® Communities, a renowned Life Plan organization includes three unique campuses located in Naples, Florida. We offer Simply the Best® workplaces through a culture of compassionate care for both our residents and our partners.
Simply the Best Benefits for our partners include:
- FREE health and dental insurance
- FREE Telemedicine for medical and behavioral health
- Vision insurance, company paid life insurance and short-term disability.
- Generous PTO program
- HSA with employer contribution
- Retirement plan with employer match
- Tuition reimbursement program
- Wellness program with free access to on-site gym
- Corporate discounts
- Employee assistance program
- Caring executive leadership