Inside Sales Specialist

• 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 a scripted dialogue but must have the ability to go off script to guide customer effectively through the sales flow
• Utilize the discovery process with prospective residents to learn about the needs and wants of a prospective resident
• Share information about our community differentiators to peak interest and motivate the prospect to take the next step in the sales cycle
• Manage time properly to maximize AHT (Average Handling Time) while offering an exceptional experience for the prospective resident
• Translate Live Chat messages and text messages and respond appropriately using engaging and accurate communication with the prospective residents
• Utilizing AI technology in conjunction with outbound and inbound calls to engage with leads
• Capture and document all conversations and sales activities accurately and completely in the Customer Relationship Management (CRM) system
• Follow sales processes and sales talking points to customize conversations with prospects
• Conduct outbound telephone calls and send outbound messages to remind prospects of scheduled tours and upcoming events at the community level
• Maintains the integrity of the database by ensuring all leads, regardless of status, are checked for duplication and are entered accurately and completely and have appropriate follow up activities
• Assist with database lead clean up on challenged communities through live dialing and AI technology
• Community database outbound targeting based on occupancy, opportunity and promotions
• 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 – Associates Degree Preferred
• Strong proficiency with MS Office Word, Outlook, Excel – required
• One (1) year sales experience contact center environment
• Familiar with CRM systems and best practices
• Must have a dedicated, private home office
• 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 and follow up correspondence
• Ability to use Microsoft Windows, preferably Microsoft 2010 or higher, including Word, Outlook and Excel. Ability to use email and the Internet
• Ability to use customer relationship management software
• Ability to learn contact center software, including Live Chat functionality
• Exceptional telephone skills
• Strong selling skills
• Customer focused and able to adapt to different prospective resident types
• Detail oriented and excellent organizational, time management and follow-through skills
• Must demonstrate good judgment, problem solving and decision-making 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 to properly evaluate data
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

Senior Living / Multi Family / New Home sales experience a plus