Engagement Specialist (Full Time/Remote)

Arrow Senior Living-Home Office•Kansas City, MO

1d•Remote

About The Position

Arrow Senior Living Management believes that every team member plays a crucial role in the lives of our residents, creating joy-filled memories for a respected generation. We value the time and generosity our team members offer. This Engagement Specialist position is designed to be a key player in driving community occupancy and fostering positive relationships with potential residents and their families.

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 12th grade 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.
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 time.
This position requires the 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.

Responsibilities

Act as a Lead Base Liaison, focusing on prompt and effective response to new lead inquiries, and strategically cultivating leads through phone calls, follow-ups, tours, and home visits, ensuring all efforts are cataloged in the lead base.
Serve as an Empathetic Empathizer, creating human connection with potential residents and family members during a potentially stressful and emotional time.
Function as a Decision Driver, helping leads and families problem-solve by highlighting potential opportunities as they select the senior living option that best suits their needs.
Act as an Occupancy Accountant, responsible for understanding and driving gross and net gains in community occupancy through awareness of move-ins, move-outs, and shifting vacancies, and assisting Executive Directors in brainstorming ways to retain current residents.
Present a professional demeanor that communicates a corporate philosophy of service, goodwill, and genuine interest in each resident’s needs, providing exceptional customer service.
Demonstrate urgency at all stages of the sales process.
Handle new lead traffic for all communities 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 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, 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, and Bulk Text Messages.
Engage in regular 1:1 meetings 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 the daily coverage schedule of Sales to ensure the department has coverage seven days a week from 9:00 a.m. to 5:30 p.m.
Handle after-hours calls forwarded from Sales and be available to answer said calls from prospective residents within two hours of receiving the call.
Field all incoming calls to Sales, obtaining complete contact information.
Maintain an acceptable volume of sales calls to the lead base, as set by the 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 state/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 the Senior Living Director to create continuous improvement in internal systems that directly affect occupancy, such as inquiry procedures, 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 the marketing office.
Lead Creative Follow-Up efforts, ensuring follow-up is delivered within the designated time frame.
Regularly update and manage the lead database to ensure the most consistent, accurate, and up-to-date information is available.
Perform other duties as assigned.
Cultivate successful partnerships with referral agencies.
Update referral agencies and Partner Central on move-ins, pricing changes, vacancies, and any other requested information.
Participate in all training offered by the employer.