CONTACT CENTER REPRESENTATIVE

Sana Lake Recovery Center LLC•Meramec Township, MO

7d•Remote

About The Position

At Sana Lake Recovery, we treat substance use and mental health disorders as a chronic disease that is unique to each of our members. Our programs have been designed to be member-centered, catering to personalized needs throughout the entire healing process. We offer a full continuum of care from medical detox to ongoing outpatient services utilizing evidence-based modalities around Missouri. Our unique approach stems from our dedicated commitment to exceptional care, evidence-based practices, and compassionate staff. The intimate settings provided by Sana Lake cultivate an environment that facilitates meaningful recovery and promotes an overall sense of well-being. Your Role at Sana Lake Sana Lake is seeking a Contact Center Representative who is passionate about helping individuals and families recover! As a Contact Center Representative, you will be the first point of contact for our members and/or their families as they enter our system of care. You will handle inbound and outbound calls through our Contact Center. On these calls you will connect with the caller, identify their needs, clarify information, and provide solutions. Calls and information are documented in a database to ensure team qualitative and quantitative goals are being met. Success in this role requires the ability to naturally follow our call flow and move callers to the next stage in their process while maintaining a compassionate and competent demeanor. The right individual will be effective at controlling conversations, quickly investigating the caller’s needs and wants, adapting a presentation to their identified needs, overcoming objections, and converting calls at each stage of the call process. While experience with SUD treatment is preferred, the ability to effectively follow our outlined process, control conversations, and move prospects to the next stage, compassionately, is required.

Requirements

Ability to effectively follow our outlined process, control conversations, and move prospects to the next stage, compassionately, is required
Experienced in customer service and have strong phone and verbal communication skills, along with the ability to be an active listener
Familiar with CRM systems and practices
Familiar and efficient with call flows and targeted conversions
Familiar with sales, sales principles, and strategies
Experienced with sales processes delivered in a compassionate and consultative manner
A proven over-achiever who is motivated to connect with people to be of service
A multitasker able to set priorities and manage time effectively
A high school graduate or have earned your GED

Nice To Haves

Experienced working with the Substance Use and Mental Health population

Responsibilities

Handle inbound and outbound calls through our Contact Center
Connect with the caller, identify their needs, clarify information, and provide solutions
Document calls and information in a database to ensure team qualitative and quantitative goals are being met
Follow our call flow and move callers to the next stage in their process while maintaining a compassionate and competent demeanor
Effectively control conversations, quickly investigate the caller’s needs and wants, adapting a presentation to their identified needs, overcoming objections, and converting calls at each stage of the call process

Benefits

Comprehensive medical, dental, vision, life insurance, and disability plan options
Competitive 401(k) Retirement Savings Plan - up to 5% match!
Company paid basic life insurance
Paid Time Off and Paid Holidays
Flexible Spending Accounts
Employee Assistance Program (EAP)
License/Certification Reimbursement
Professional development funds
Professional licensure supervision options
Staff recognition program
Sana Spirit Days