Engagement Specialist (Full Time/Remote)

Arrow Senior Living-Ohio•Solon, OH

1d•Remote

About The Position

The Engagement Specialist handles new sales leads for all communities within a designated region and supports occupancy growth through prompt, empathetic engagement with prospective residents and their families. The role cultivates leads through calls, creative follow-ups, tours, and home visits; helps families evaluate senior living options; and works with community teams to support move-ins, reduce move-outs, and improve occupancy. The specialist reviews lead activity and marketing metrics, audits lead records, maintains accurate prospect information in the Welcome Home platform, and collaborates with on-site teams and the managing director to improve lead engagement and sales conversions. The role also coordinates tours, maintains referral-agency relationships, supports sales coverage, and participates in training and other assigned duties. Sales coverage is scheduled seven days a week from 9:00 a.m. to 5:30 p.m.; team members must also be available to respond to forwarded after-hours calls from prospective residents within two hours.

Requirements

Must be at least 18 years of age.
High school diploma or equivalent.
Able to read, write, understand, and communicate in English at a minimum of 12th-grade proficiency.
Clear verbal and written communication skills.
Ability to follow written and verbal directions and apply practical problem-solving skills.
Positive and energetic attitude; professional appearance and conduct.
Must be criminally cleared.
Must be in good health and physically and mentally capable of performing assigned tasks; health must be verified by a physician screening performed no more than six months before or seven days after employment, including a pulmonary tuberculosis test with a negative result.
Ability to meet the physical requirements of the position, including sitting at a desk for up to eight hours, standing, walking, bending, kneeling, stooping, retrieving items from overhead storage, and lifting or moving items up to 25 pounds.

Responsibilities

Respond promptly to new lead inquiries and manage lead traffic for all communities in the designated region.
Cultivate leads through phone calls, creative follow-ups, tours, and home visits, and accurately document activity in the lead database.
Build empathetic connections with prospective residents and family members and help them identify senior living options that meet their needs.
Support community occupancy by tracking move-ins, move-outs, and vacancies and helping Executive Directors consider ways to retain residents.
Provide professional, exceptional customer service and demonstrate urgency throughout the sales process.
Conduct regular lead reviews and lead-base audits with on-site teams, including reviews of closed leads, lead sources, and prospect information.
Review audit findings with on-site teams to improve lead cultivation, sales conversions, and use of the Welcome Home platform.
Monitor and analyze marketing metrics weekly and meet performance standards for Voice to Voices, Creative Follow Ups, inquiry-to-tour conversion, speed to lead, email blasts, and bulk text messages.
Meet regularly one-on-one with the managing director to discuss program functionality, successes, challenges, and building-specific issues; collaborate on strategies for struggling buildings.
Use the Welcome Home platform and apply sales processes, including the STEP method, Order of Process, KPI compliance, and case studies.
Participate in the sales coverage schedule seven days a week from 9:00 a.m. to 5:30 p.m. and respond to forwarded after-hours prospective-resident calls within two hours.
Handle incoming sales calls and obtain complete contact information; maintain the sales-call volume set by the home office.
Assist with outbound calls for team members and participate in call-a-thon events.
Arrange community tours for prospective residents and their families.
Qualify prospective residents physically, socially, emotionally, and economically according to company policy and applicable state and federal requirements.
Maintain daily activity follow-up sheets, follow lead-tracking procedures, take notes, complete follow-ups, and develop and update action plans for each lead.
Encourage team communication and cooperation, and convey enthusiasm to prospective residents, current residents, and staff.
Maintain focus on sales and promptly direct operations concerns to the Senior Living Director and Executive Director.
Work with the Senior Living Director on continuous improvement of internal systems affecting occupancy, including inquiry procedures, sales skills, tour effectiveness, closing techniques, and customer satisfaction.
Maintain regular sales contacts and successful partnerships with referring agencies; update agencies and Partner Central about move-ins, pricing and vacancy changes, and other requested information.
Maintain the organization, inventory, and cleanliness of promotional items, office supplies, and the marketing office.
Participate in all training offered by the employer and perform other duties as assigned.