Engagement Specialist

This is a fully remote position, open to applicants in Kansas, +1 more state.

📋 Description

• Respond to new lead inquiries in a timely and efficient manner.

• Nurture leads through phone interactions, Creative Follow Ups, site tours, and home visits.

• Establish genuine human connections with prospective residents and their families.

• Assist leads and families in assessing senior living choices and making informed decisions.

• Drive both gross and net occupancy growth by monitoring move-ins, move-outs, and vacancies.

• Manage new lead traffic for all communities within the specified region.

• Conduct lead evaluations, audits, source analyses, and prospect information assessments.

• Review weekly marketing metrics and pinpoint opportunities for growth and enhancement.

• Achieve KPIs for Voice to Voices, Creative Follow Ups, inquiry-to-tour conversions, Speed to Lead, email campaigns, and bulk text communications.

• Regularly meet with the managing director to discuss program operations, successes, challenges, and building-specific matters.

• Formulate strategies for underperforming buildings and review metrics with the managing director.

• Utilize the Welcome Home platform to manage leads effectively.

• Implement sales processes, including the STEP method, Order of Process, KPI compliance, and case studies.

• Engage in daily Sales coverage seven days a week from 9:00 a.m. to 5:30 p.m.

• Handle forwarded after-hours calls and respond to potential residents within two hours.

• Manage incoming Sales calls and gather complete contact information.

• Maintain the required sales-call volume and support outbound calls and call-a-thon events.

• Coordinate community tours for prospective residents and their families.

• Qualify prospective residents in accordance with company policy and state and federal regulations.

• Keep daily activity follow-up sheets, lead notes, follow-up action plans, and accurate lead databases.

• Collaborate with teams to convey enthusiasm to prospective residents, current residents, and staff.

• Elevate operational issues to the Senior Living Director and Executive Director.

• Enhance inquiry processes, tour efficacy, closing techniques, and customer satisfaction.

• Maintain sales contacts and partnerships with referral agencies.

• Oversee promotional items, office supplies, and the marketing office.

• Lead Creative Follow-Up initiatives within specified time frames.

• Update referral agencies and Partner Central on move-ins, pricing, vacancies, and requested information.

• Carry out additional duties as assigned.

⛳️ Requirements

• Must be at least 18 years of age.

• High school diploma or equivalent is required.

• Ability to read, write, understand, and communicate in English at a minimum of 12th grade proficiency.

• Strong verbal and written communication skills are essential.

• Capable of following both written and verbal instructions and applying practical problem-solving abilities.

• Must possess a positive and energetic attitude.

• Professional appearance and conduct are required.

• Must pass a criminal background check.

• Must be in good health, both physically and mentally, to perform assigned tasks.

• Good physical health must be verified by a physician's health screening conducted no more than six months prior to or seven days following employment.

• Must test negative for pulmonary tuberculosis at the time of the health screening.

• Ability to sit at a desk for up to eight hours a day.

• Capable of standing, walking, bending, kneeling, and stooping for short periods.

• Ability to retrieve items from overhead bins or cabinets.

• Must be able to lift and/or move items weighing up to 25 pounds.

🏝️ Benefits

• Full-time employment.

• Flexible remote work options.

• Access to all training programs provided by the employer.