[Hiring] Engagement Specialist @Arrow Senior Living

Role Description

The Engagement Specialist plays a crucial role in connecting with potential residents and their families during a significant transition. This position involves various responsibilities aimed at enhancing occupancy and ensuring a positive experience for all involved.

• Lead Base Liaison: Focus on Speed to Lead, ensuring prompt and effective response to new lead inquiries. Strategically cultivate leads through phone calls, CFUs, tours, and home visits, ensuring all efforts are accurately catalogued in the lead base.
• Empathetic Empathizer: Create human connections with potential residents and family members during a potentially stressful and emotional time.
• Decision Driver: Help leads and families problem-solve by shedding light on potential opportunities as they select the senior living option that suits their particular needs.
• Occupancy Accountant: Drive knowledge of gross and net gains in community occupancy through awareness of move-ins, move-outs, and shifting vacancies, assisting Executive Directors in brainstorming ways to retain current residents.

This position description outlines primary duties, qualifications, and job scope, but does not limit the individual or the organization to just the work identified.

• Present a professional demeanor that communicates a corporate philosophy of service, goodwill, and genuine interest in each resident’s needs.
• Provide exceptional customer service.
• Demonstrate urgency at all stages of the sales process.
• Handle new lead traffic for all communities within a designated region.
• Conduct regular lead reviews with on-site teams to optimize lead engagement strategies.
• Conduct lead base audits, including closed leads, lead source analysis, and prospect information lead reviews.
• Regularly review audit findings with onsite teams to enhance lead cultivation, improve sales conversions, and optimize the Welcome Home platform.
• Monitor and analyze marketing metrics weekly to identify areas of growth and focus.
• Meet key performance indicator standards in Voice to Voices (V2V), Creative Follow Ups (CFU), Inquiry to Tour Conversion Ratios, Speed to Lead progression, Email Blasts, and Bulk Text Messages.
• Engage in regular 1:1 meetings with the managing director to discuss program functionality, success, challenges, and building-specific issues.
• Collaborate with the managing director on developing strategies for struggling buildings and review metrics to identify improvement opportunities.
• Demonstrate proficiency in using the Welcome Home platform for lead management.
• Apply sales processes, including the STEP method, Order of Process, KPI compliance, and case studies, to drive successful conversions.
• Participate in daily coverage schedule of Sales for seven days a week from 9:00 a.m. to 5:30 p.m. and be available for after-hours calls.
• Field all incoming calls to Sales to obtain complete contact information.
• Maintain acceptable volume of sales calls to lead base, as set by home office.
• Provide assistance in outbound calls for team members and participate in call-a-thon events.
• Arrange tours of the Community for prospective residents and their families.
• Qualify prospective residents physically, socially, emotionally, and economically according to company policy and state and federal requirements.
• Maintain daily activity follow-up sheets.
• Encourage team communication and cooperation.
• Transfer enthusiasm to prospective residents, current residents, and staff.
• Follow proper lead-tracking procedures, including note-taking and follow-up, and develop and update appropriate action plans for each lead.
• Maintain focus on Sales.
• Direct any Operations concerns promptly to the Senior Living Director and Executive Director.
• Work with Senior Living Director to create continuous improvement in internal systems affecting occupancy.
• Maintain regular sales contacts with all referring agencies.
• Maintain organization, inventory, and cleanliness of promotional items, office supplies, and marketing office.
• Lead Creative Follow-Up efforts, ensuring follow-up is delivered within the designated time frame.
• Regularly update and manage lead database to ensure consistent, accurate, and up-to-date information.
• Perform other duties as assigned.
• Cultivate successful partnerships with referral agencies and update them on move-ins, pricing, and vacancies.
• Participate in all training offered by the employer.

Qualifications

• Candidate must be at least 18 years of age.
• High school diploma or equivalent.
• Able to read, write, understand, and communicate in English at a minimum of a 12th-grade proficiency.
• Possess clear verbal and written communication skills.
• Able to follow written and verbal directions and apply practical problem-solving skills.
• Positive and energetic attitude.
• Professional in appearance and conduct.
• Be criminally cleared.
• Be in good health and physically and mentally capable of performing assigned tasks.
• Good physical health verified by a health screening performed by a physician not more than six months prior to or seven days following employment.
• Must test free from pulmonary tuberculosis at the time of health screening.

Physical Requirements

• Regularly required to communicate in person and through written correspondence.
• This position is sedentary, requiring sitting at a desk up to eight hours a day.
• Requires standing, walking, bending, kneeling, and stooping for brief periods.
• Must be able to retrieve items from storage, including overhead bins or cabinets.
• Must be able to lift and/or move items up to 25 pounds.