POSITION SUMMARY
The Call Center Sales Representative is responsible for inbound and outbound communication with Discovery Senior Living prospective residents. This position is designed to use multi-communication platforms including telephone, Live Chat, text, email, and web-based programs to actively engage prospective residents in order to advance through the sales cycle. Flexible schedule to accommodate evenings and weekend hours.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties are normal for this position. This list is not to be construed as exclusive or all inclusive. Other duties may be required and assigned.
- Answer inbound calls and make outbound calls in a friendly and engaging manner to foster sustainable relationships and build trust.
- Follow protocols in engaging leads using a scripted dialogue but must have the ability to go off script to guide customer effectively through the sales flow.
- Utilize the discovery process with prospective residents to learn about the needs and wants of a prospective resident.
- Share information about our community differentiators to peak interest and motivate the prospect to take the next step in the sales cycle.
- Manage time properly to maximize AHT (Average Handling Time) while offering an exceptional experience for the prospective resident.
- Translate Live Chat messages and text messages and respond appropriately using engaging and accurate communication with the prospective residents.
- Utilizing AI technology in conjunction with outbound and inbound calls to engage with leads. Capture and document all conversations and sales activities accurately and completely in the Customer Relationship Management (CRM) system.
- Follow sales processes and sales talking points to customize conversations with prospects.
- Conduct outbound telephone calls and send outbound messages to remind prospects of scheduled tours and upcoming events at the community level.
- Maintains the integrity of the database by ensuring all leads, regardless of status, are checked for duplication and are entered accurately and completely and have appropriate follow up activities.
- Assist with database lead clean up on challenged communities through live dialing and AI technology.
- Community database outbound targeting based on occupancy, opportunity and promotions
- Lead conversion resource by driving next steps when community sales team is vacant.
- Report and document rejection of duplicate leads in CRM and through designated process with referral sources.
- Conduct initial outbound attempt with paid lead sources to increase response time
- Follow up with referral source lead status and engagement while documenting interactions in CRM.
- Process web-based sales leads into the CRM accurately and completely.
- Accept coaching and attend training modules as needed to continuously improve performance.
- Meet and exceed established contact center metrics.
- Other duties as assigned.
- High School Graduate / GED Equivalent – Associates Degree Preferred.
- Strong proficiency with MS Office Word, Outlook, Excel – required.
- One (1) year sales experience contact center environment.
- Familiar with CRM systems and best practices.
- Senior Living / Multi Family / New Home sales experience a plus.
- Must have a dedicated, private home office.
- Language Ability:
- Mathematical Skills:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute ratios, percentages, and comparisons to properly evaluate data.
- Cognitive Demands:
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Computer Skills:
- Competencies:
- Works primarily indoors in a climate-controlled setting.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge, Skills and Abilities:
- Ability to communicate effectively in writing and verbally.
- Strong phone and verbal communication skills along with active listening skills
- Ability to write accurate and engaging communications during Live Chat sessions and follow up correspondence.
- Ability to use Microsoft Windows, preferably Microsoft 2010 or higher, including Word, Outlook and Excel. Ability to use email and the Internet.
- Ability to use customer relationship management software.
- Ability to learn contact center software, including Live Chat functionality.
- Exceptional telephone skills.
- Strong selling skills
- Customer focused and able to adapt to different prospective resident types
- Detail oriented and excellent organizational, time management and follow-through skills.
- Must demonstrate good judgment, problem solving and decision-making skills.
PHYSICAL REQUIREMENTS
The physical demands described below are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. The Team Member must regularly lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
JOB CODE: 1004379