Community Relations Liaison

Senior Lifestyle•Gorham, ME

2d•Onsite

About The Position

This position is responsible for the central intake of new leads to the assigned communities. The CRL is to create a customer service experience for seniors and their families that is in accordance with Senior Lifestyle values, sales tools, and sales training. The CRL is to schedule community visits for seniors and their families from the lead source specified by the Regional Director of Operations, to help create and maintain a new lead to first tour conversion that enhances the communities’ performance.

Requirements

Bachelor’s degree from a four-year college or university, or one to two years’ experience and or training, or equivalent of education and experience.
3+ years’ experience, documented history of success positioning and selling solutions to businesses or consumers in a quota or metrics driven environment.
Previous sales/admission experience in senior living.
English proficiency required.
Keep informed of all trends, developments, concepts, and techniques in his/her field that affect product.
Possess strong organizational skills.
Ability to multi-task and meet deadlines.
Maintain a working knowledge of Yardi software programs.
Proficiency in CRM systems, Microsoft Office, and overall strong computer and phone skills.
Must be an excellent verbal and written communicator and have the ability to create immediate relationships with new leads in order to provide a best of class customer experience.
Ability to communicate genuine empathy, compassion, understanding and appropriate needs matching is imperative to this role.
Ability to multi-task and deliver results while working in a highly independent environment.
Ability and license to drive an automobile.

Nice To Haves

Responsibilities

Respond to all leads received within 30 minutes or less by phone and complete subsequent necessary follow up in accordance with the Lead Nurturing Schedule on the sales microsite.
Work with Yardi Team to properly provision CRM access to the appropriate communities.
Work with IT to be on the marketing distribution list for assigned communities.
Input completed and scheduled activities and notes into the CRM in live time.
Communicate clearly to the community team about scheduled visits and communication with the new lead.
Use the Lead Manager function in the CRM to continuously advance pre tour leads to post tour leads.
Send weekly completed activities and highlights/lowlights from the week for each community to the Regional Director of Operations, Regional Director of Sales, and Sales Specialist.
Send immediate communication to DSM and ED on scheduled tours.
Understand family needs and refer to the appropriate community if need be.
Understand partner offerings, resident requirements, and move in process.
Manage all new, pre-visit leads for the first 30 days in accordance with the Lead Nurturing Schedule on the sales microsite.
Consistently meet or exceed visit, mystery shop, and move in goals.
Develop and maintain a good working relationship with all community-based employees, families, and residents.
Manage the decline and notification of duplicate leads on behalf of the community in accordance with the contractual obligation to decline within 3 business days.
Maintain the CRM daily with completed and scheduled activities, clear and detailed notes, and carry zero past due tasks.
Understand how to run move in and move out reports in Yardi.
Have excellent working knowledge of events, staff and key employees, resident ambassadors.
Travel up to one week per quarter for community knowledge experiences.