Engagement Specialist​/Remote

Arrow Senior Living Management wants every person who chooses to join our team to understand that they play a very important part in a much larger story of residents’ lives. It is our hope that Arrow team members create joy-filled memories with this respected generation. And because there is no greater gift that someone can give than their time, we thank you for your generosity.

Key Accountabilities

1) To be a Lead Base Liaison :
Focus on Speed to Lead, ensuring prompt and effective response to new lead inquiries. Strategically cultivate leads through use of phone calls, CFUs, tours, and home visits, ensuring all efforts are accurately catalogued in the lead base.

2) To be an Empathetic Empathizer :
Be responsible for understanding the importance of empathy. It will be your job to create human connection with potential residents and family members during a potentially stressful and emotional time.

3) Be a 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.

4) Be an Occupancy Accountant :
Responsible for knowledge and driving of gross and net gains in community occupancy through awareness of move-ins, move-outs, and shifting vacancies, as well as assisting Executive Directors in brainstorming ways to save current residents from moving out.

Duties

This position description is designated to outline primary duties, qualifications, and job scope, but not limit the individual or the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

• 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 that fall 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 utilization of the Welcome Home platform.
• Monitor and analyze marketing metrics weekly to identify areas of growth, areas of focus and patterns.
• 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, Bulk Text Messages
• Engage in regular 1:1 meeting 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. /li
• 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 so the department has coverage seven days a week from 9:00 a.m. to 5:30 p.m. Additionally, members of the Sales team must have after-hours calls forwarded to them and be available to answer said calls from prospective residents within two hours of receiving the call.
• Field all incoming calls to Sales so that complete contact information is obtained.
• 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…