Position Summary
The Call Center Sales Representative is responsible for inbound and outbound communication with Discovery Senior Living prospective residents. This position uses multi‑communication platforms including telephone, Live Chat, text, email, and web‑based programs to actively engage prospective residents and advance them through the sales cycle. Flexible schedule to accommodate evenings and weekend hours.
Essential Duties And Responsibilities
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 scripted dialogue but can go off script to guide customers effectively through the sales flow.
Utilize the discovery process with prospective residents to learn about their needs and wants.
Share information about our community differentiators to pique interest and motivate the prospect to take the next step in the sales cycle.
Manage time to maximize AHT while providing an exceptional experience for the prospective resident.
Translate Live Chat and text messages, and respond appropriately with engaging and accurate communication.
Utilize AI technology in conjunction with inbound and outbound calls to engage leads. Capture and document all conversations and sales activities accurately and completely in the CRM system.
Follow sales processes and talking points to customize conversations.
Conduct outbound telephone calls and send outbound messages to remind prospects of scheduled tours and upcoming events at the community level.
Maintain database integrity by checking for duplication and entering leads accurately and completely with appropriate follow‑up activities.
Assist with database lead cleanup on challenged communities through live dialing and AI technology.
Community database outbound targeting based on occupancy, opportunity, and promotions.
Provide 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 – Associate’s Degree Preferred.
Strong proficiency with MS Office Word, Outlook, Excel – required.
One year sales experience in a 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.
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 for data evaluation.
Cognitive Demands: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Computer Skills: Works primarily indoors in a climate‑controlled setting.
Qualifications
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
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Essential Duties And Responsibilities
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 scripted dialogue but can go off script to guide customers effectively through the sales flow.
Utilize the discovery process with prospective residents to learn about their needs and wants.
Share information about our community differentiators to pique interest and motivate the prospect to take the next step in the sales cycle.
Manage time to maximize AHT while providing an exceptional experience for the prospective resident.
Translate Live Chat and text messages, and respond appropriately with engaging and accurate communication.
Utilize AI technology in conjunction with inbound and outbound calls to engage leads. Capture and document all conversations and sales activities accurately and completely in the CRM system.
Follow sales processes and talking points to customize conversations.
Conduct outbound telephone calls and send outbound messages to remind prospects of scheduled tours and upcoming events at the community level.
Maintain database integrity by checking for duplication and entering leads accurately and completely with appropriate follow‑up activities.
Assist with database lead cleanup on challenged communities through live dialing and AI technology.
Community database outbound targeting based on occupancy, opportunity, and promotions.
Provide 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 – Associate’s Degree Preferred.
Strong proficiency with MS Office Word, Outlook, Excel – required.
One year sales experience in a 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.
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 for data evaluation.
Cognitive Demands: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Computer Skills: Works primarily indoors in a climate‑controlled setting.
Qualifications
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
#J-18808-Ljbffr