Customer Service Director - Madison House

• Assist in the overall operations of the community.
• Ensure care, services, and other activities are provided and conducted within state guidelines.
• Work with various departments to evaluate strengths and needs, overseeing as assigned.
• Work within each department to educate and gain understanding of day-to-day tasks.
• Assist collaboratively with the Community Executive Director, Director of Resident Services, and Director of Community Relations to ensure continuity of care delivery, alongside resident and family satisfaction.
• Conduct hiring, performance, and disciplinary evaluations as assigned by the Executive Director
• Conduct monthly training and development; including but not limited to all staff meetings, staff in-services, and state-compliance training.
• Monitor financial progress throughout the month by creating a spenddown each month and following up with Department Heads.
• Manage PPE supplies (masks, gowns, face shields, etc.) and respiratory program to include fit testing, etc.
• Meet regularly with the Community Executive Director and Department Heads as assigned.
• Assist the Director of Community Relations on tours and move-in details.
• Serves as Manager on Duty when scheduled.
• Other duties as assigned.

• Must possess an upbeat, positive, flexible, and enthusiastic personality and be congenial with fellow employees, residents, and the public at large.
• Must be an honest and dependable individual.
• Must maintain proper hygiene.
• Must be professional in dress and presentation.
• Must be willing to be active during entire work shift.
• Must be able to effectively communicate verbally and in writing in Standard English and use own judgment and initiative in daily activities.
• Must be a mature individual. Must possess the ability to multi-task in a fast-paced environment and perform a variety of tasks, often changing assignments on short notice.
• Must have strong organizational skills, as well as the ability to prioritize and meet deadlines.
• Must be detail and team work oriented.
• Must attend required in-services/ workshops to further education of skills and community requirements.
• Must be drug-free and submit to urinalysis drug screening upon hire and routinely.
• Must be able to pass a criminal background check upon hire and as required by state regulations.
• The employee shall be responsible for maintaining the integrity of Koelsch Communities.

• Passed an approved food handler’s or ServSafe course as required by County, State and/or Community policy.

• This role does not have any supervisory requirements.

• Professional business attire including closed-toed shoes. Must abide by the Community dress code policy.

• This role is provided a laptop or desktop computer that remains in the community.
• Carry / wear earpiece and handheld radio and respond appropriately to calls as needed.

• This role is a 100% on-site role.

Madison House