National Customer Relations Director

Brookdale Senior Living•Brentwood, TN

10d

About The Position

Recognized by Newsweek in 2024 and 2025 as one of America's Greatest Workplaces for Diversity Make Lives Better Including Your Own. If you want to work in an environment where you can become your best possible self, join us! You’ll earn more than a paycheck; you can find opportunities to grow your career through professional development, as well as ongoing programs catered to your overall health and wellness. Full suite of health insurance, life insurance and retirement plans are available and vary by employment status. Part and Full Time Benefits Eligibility Medical, Dental, Vision insurance 401(k) Associate assistance program Employee discounts Referral program Early access to earned wages for hourly associates (outside of CA) Optional voluntary benefits including ID theft protection and pet insurance Full Time Only Benefits Eligibility Paid Time Off Paid holidays Company provided life insurance Adoption benefit Disability (short and long term) Flexible Spending Accounts Health Savings Account Optional life and dependent life insurance Optional voluntary benefits including accident, critical illness and hospital indemnity Insurance, and legal plan Tuition reimbursement Base pay in range will be determined by applicant’s skills and experience. Full-time associates in role are also eligible for an annual bonus incentive. Temporary associates are not benefits eligible but may participate in the company’s 401(k) program. Veterans, transitioning active duty military personnel, and military spouses are encouraged to apply. To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year. The application window is anticipated to close within 30 days of the date of the posting. Responsibilities Leads the Resident and Family Connection issue resolution program for Brookdale, an integral component of the company’s Customer Experience strategy. Supervises a team that monitors resolutions of all customer inquiries and feedback: complaints, compliments, survey comments, social media posts and online reviews. Responds to complaints sent directly to C-Suite and other Senior executives. Partners with Division Presidents and Vice-President of Operations to ensure accountability for timely issue resolution. Reviews processes, procedures and makes improvements to ensure that customers are satisfied with responses from Brookdale. Oversees process for residents and families regarding any issue that they believe is unresolved to their satisfaction. Leads the Resident & Family Connection team to work with residents, families and appropriate Brookdale staff to seek positive resolution to complaints/issues. Responsible for overseeing follow up activities on issues delegated to the field to ensure follow up/resolutions occur to all issues. Serves as an escalation point for complex inquiries and complaints. Writes executive responses to resident and family concerns that are directed to senior leadership. Partners with senior leaders on customer service initiatives as needed such as Company and 3rd party surveys. Works with other department heads to ensure seamless integration of issue resolution process. Leadership role on the Severe Weather First Response Team, working to help coordinate communication and handle inquiries from impacted communities, residents and families. Approves credits to customers within financial parameters set for the position. Evaluates talent and coach’s staff for improvement and career growth. Ensures that accurate records are kept on all communications with customers by managing the customer service database. Compiles reports for senior leadership that provides insight into the volume, nature and resolutions of all resident and family inquiries. This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.

Requirements

Bachelor’s degree in Marketing, Business, or a related field required.
Minimum five years’ experience with direct, in person customer interaction required.
Additional years of relevant experience can be substituted for the education requirement on a year for year basis.
Has knowledge to direct multiple functions and/or departments with full responsibility for operational results.
Ability to quickly assess and possibly diffuse volatile situations by providing a tactful response via telephone or in writing.
Excellent written and verbal communication skills.
Strong analytical skills and the ability to identify trends and make appropriate adjustments to organizational wide process.
Requires interaction with co-workers, residents or vendors
Use hands and fingers to handle or feel
Reach with hands and arms
Stoop, kneel, crouch, or crawl
Talk or hear
Ability to lift: Up to 25 pounds

Nice To Haves

Previous leadership experience preferred.
Excellent listening skills while engaged in emotional resident and family conversations discerning key points to be used in later follow up situations.

Responsibilities

Leads the Resident and Family Connection issue resolution program for Brookdale, an integral component of the company’s Customer Experience strategy.
Supervises a team that monitors resolutions of all customer inquiries and feedback: complaints, compliments, survey comments, social media posts and online reviews.
Responds to complaints sent directly to C-Suite and other Senior executives.
Partners with Division Presidents and Vice-President of Operations to ensure accountability for timely issue resolution.
Reviews processes, procedures and makes improvements to ensure that customers are satisfied with responses from Brookdale.
Oversees process for residents and families regarding any issue that they believe is unresolved to their satisfaction.
Leads the Resident & Family Connection team to work with residents, families and appropriate Brookdale staff to seek positive resolution to complaints/issues.
Responsible for overseeing follow up activities on issues delegated to the field to ensure follow up/resolutions occur to all issues.
Serves as an escalation point for complex inquiries and complaints.
Writes executive responses to resident and family concerns that are directed to senior leadership.
Partners with senior leaders on customer service initiatives as needed such as Company and 3rd party surveys.
Works with other department heads to ensure seamless integration of issue resolution process.
Leadership role on the Severe Weather First Response Team, working to help coordinate communication and handle inquiries from impacted communities, residents and families.
Approves credits to customers within financial parameters set for the position.
Evaluates talent and coach’s staff for improvement and career growth.
Ensures that accurate records are kept on all communications with customers by managing the customer service database.
Compiles reports for senior leadership that provides insight into the volume, nature and resolutions of all resident and family inquiries.

Benefits

Full suite of health insurance, life insurance and retirement plans are available and vary by employment status.
Part and Full Time Benefits Eligibility Medical, Dental, Vision insurance
401(k)
Associate assistance program
Employee discounts
Referral program
Early access to earned wages for hourly associates (outside of CA)
Optional voluntary benefits including ID theft protection and pet insurance
Full Time Only Benefits Eligibility Paid Time Off
Paid holidays
Company provided life insurance
Adoption benefit
Disability (short and long term)
Flexible Spending Accounts
Health Savings Account
Optional life and dependent life insurance
Optional voluntary benefits including accident, critical illness and hospital indemnity Insurance, and legal plan
Tuition reimbursement
Full-time associates in role are also eligible for an annual bonus incentive.
Temporary associates are not benefits eligible but may participate in the company’s 401(k) program.
To support our associates in their journey to become a U.S. citizen, Brookdale offers to advance fees for naturalization (Form N-400) application costs, up to $725, less applicable taxes and withholding, for qualified associates who have been with us for at least a year.