Response Team Specialist

We are looking for a Response Team Specialist who can engage directly to address web inquiries, handle customer phone sales and additional service responsibilities assigned. You will support the network by speaking with care leads regarding services needed and how we can meet those needs. This is a mission oriented position which really helps the aging find the services and support they need to age well and age well at home. You will work with callers and leads to set up follow up consultations with office staff so they can gain further insight into our services and make the best decision for them. You’ll be balancing leads that come in via inbound calls as well as outbound web leads through the use of multiple tools designed to facilitate the lead management process.

The Response Team Specialist is an individual contributor role, reporting directly into the Response Team Manager within the Centralized Marketing Team supporting the US and Canada Franchise Network.

Responsibilities:

• Initiate outbound contact to web inquiries for both service and employment leads.
• Build first impressions to nurture long term relationships with potential client and caregiver
  leads.
• Complete successful warm transfers to individual franchise offices.
• Complete the client Service Inquiry over the phone and schedule in-home care consultations appropriately on behalf of the franchise network.
• Actively listen, summarize, take the lead to recommend next steps as part of designed inquiry process.
• Handle inbound calls for job recruitment and in-home care inquires.
• Focus on scheduling Care Consultations through consultative selling approaches.

About you:

This position could be in office or remote and as a result, this role may be a great fit if you’re able to work alone or in a team environment, a self-starter, able to train, learn and work remotely, an empathetic person who cares about others and is service oriented. A person who is a great communicator which includes the ability to really focus and be an active listener. Someone who is not deterred by work that can be repetitive but instead finds enjoyment with
working with a variety of people to help them find the support needed. A person who believes in the services we provide and can convince others of their value.

To succeed in the role, you’ll need:

• 2+ years of call center experience
• Meet key team metrics like handle time, quality, conversion and productivity.
• Proactively solve issues; escalate when necessary.
• Focus on efficiencies and creative ways to innovate responsibilities of role.
• Familiar with the use of softphones in the handling of incoming and outgoing calls.
• Familiar with the use of Customer Relationship Management tools in the processing and documenting of calls.
• Ability to use chat tools in handling customer interactions.
• Demonstrate excellent written and verbal communication skills and the ability to listen intently
  and effectively.
• Ability to establish collaborative working relationships with management, colleagues, franchise owners and their staff.
• Ability to work full-time.