Job Description

Job Title:

Engagement Specialist

Department/

Exempt, Non-Exempt

Sales/

Non-Exempt

Company Philosophy

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.
• 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 tours of the Community for prospective residents and their families.
• Qualify prospective residents physically, socially, emotionally, and economically according to company policy and the criteria set forth by 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 that directly affect occupancy, e.g. inquiry procedures and skills, tour effectiveness, closing techniques, and customer satisfaction.
• 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 that follow up is delivered within the designated time frame as set by the department and home office.
• Regularly update and manage lead database to ensure the most consistent, accurate and up-to-date information is available.
• Perform other duties as assigned.
• Cultivate successful partnership with referral agencies. Update referral agencies and Partner Central on move-ins and any changes to pricing and vacancies, as well as any other requested information.
• Participate in all training offered by employer.

Requirements

• Candidate must be at least 18 years of age
• Have a high school diploma, or equivalent
• Able to read, write, understand, and communicate in English at a minimum of a 12thgrade 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 shall be verified by a health screening performed by a physician not more than six (6) months prior to or seven (7) days following employment. Must test free from pulmonary tuberculosis at time of health screening.

Physical Requirements

While performing the duties of this job, the employee is 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. The position also requires standing, walking, bending, kneeling, and stooping for brief periods of a time. This position requires employee to be able to retrieve items from storage, including overhead bins or cabinets. The employee must be able to lift and/or move items up to 25 pounds.

© Arrow Senior Living Management01/15/2024