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Description
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ABOUT THE JOB Reporting to the Director of Family Connections (DFC), the Family Connection Agent (FCA) will be working remotely as part of our sales call center. This person will be working directly with our families and individuals who are actively searching for a senior living community. The FCAs will also build relationships with our trusted senior living community partners to ensure that we are helping families and individuals find the best fit for health, home and happiness. This position is remote and requires someone who is self-motivated, sales minded, computer savvy, empathetic and goal oriented. The Family Connection Agent will utilize a data-driven CRM with hundreds of leads on a personal level. You will guide families from initial call to appropriate community partners, setting up tours at communities and progress through a move-in. FCAs will work with Referah Client Experience Managers who work with the community partners in growing subscriptions. RESPONSIBILITIES - Leading a positive and productive work culture as a sales leader
- Receive inbound calls and guide families on Referah services and trusted partners
- Receive emailed leads and make outbound calls to leads.
- Follow up with leads and partners to guide through the sales process
- Become a champion of customer service for our senior living community trusted partners and families in need of support
- Lead by example by upholding our mission, vision and values for all members of the sales department
- Communicate at an expert level while working closely across departments and sharing sales strategy within daily operations
- Uphold our sales management techniques and practices
- Engage as a problem solver for families in the senior living space
- Identifying opportunities for continuous improvement of processes. Supporting and implementing organizational and structural change
- Some travel may occasionally be required
- Engaging in special projects and other duties as assigned
- Commitment to work collaboratively and respectfully toward resolving obstacles and/or conflicts
DAY-TO-DAY JOB HIGHLIGHTS - You will be spending the majority of your day talking with families, via phone, email and text in front of a computer.
- You will develop a routine of follow up calls, emails and texts to guide families through the senior living maze of options.
- Support effective and clear communication in all aspects of your role
- Utilize and become proficient with systems and processes that evolve; this includes communication tools (call center operations, customer relationship management system), divisional tools, and more.
- Support organization-wide communication practices to best serve a rapidly growing remote team
IDEAL CANDIDATES FOR OUR TEAM You’re a team player with a passion for empathy, validation and sales. Your intellectual curiosity and results-driven nature along with your empathetic nature will guide you to help families in need. You strive to establish relationships, drive sales, revenue, overall satisfaction, and reputation excellence. You recognize that change is constant and are excited to create new processes. WHAT YOU BRING TO THE TABLE - You have built a sales practice and have served on a highly autonomous, small team within a rapidly growing organization.
- You are a people person. You have a passion and have worked with families before in the senior living space.
- You love a fast-paced, dynamic organization.
- Remote work is your sweet spot.
- You love building processes and SOPs to support teams spanning multiple time zones.
- You are a driven, motivated, self-starter.
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Requirements
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EXPERIENCE & QUALIFICATIONS - Prior experience in senior living sales preferred
- Proficient with MS Office Products, especially Word, Excel and Outlook.
- Comfort with challenging conversations and situations
- Strong and engaging interpersonal skills
- Demonstrable track record of success in sales driving organizational change and results, facilitating decision making, and managing vendor relationships
- Strong skills navigating a complex organizational structure
- Strong presentation and communication skills
- Comfort with creating video communication/introductions
- Comfort with learning new software and applications.
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