Independent Living Sales Counselor

Oakwood Village•Madison, WI

About The Position

The Independent Living (IL) Sales Counselor supports Oakwood Village’s census goals by guiding prospective residents and their families through the full IL sales journey—from initial inquiry and discovery through tours, waitlist/deposit steps, contract preparation, and move-in. This role is highly relationship-driven and requires strong follow-through. The IL Sales Counselor provides timely, accurate information about Oakwood’s services, lifestyle, pricing, and contract options; responds to questions with clarity and warmth; and partners closely with internal teams (Health & Wellness, Finance, Renovations, Facilities Services, and campus leadership) to ensure a smooth, well-coordinated move-in experience. The IL Sales Counselor maintains a high standard of CRM/marketing software documentation, using the system to track activity, manage pipeline progress, and support reporting on key sales metrics. The role also supports events and outreach efforts that generate inquiries and strengthen Oakwood’s presence in the community. This position reports to the Sales & Marketing Director.

Requirements

Demonstrated consultative selling skills: discovery, relationship-building, objection handling, and follow-through
Strong verbal and written communication; able to explain contracts/fees and next steps clearly and accurately
Strong organization and time management; able to manage multiple prospects and deadlines simultaneously
Proficiency with CRM systems and sales activity tracking; comfortable generating/using basic reports
Proficiency with common office tools (Microsoft Office)
Maintains confidentiality and follow Oakwood policies for PHI/HIPAA-safe handling of sensitive information
Demonstrates a hospitality-first mindset and professional presence; able to build trust with residents, families, and referral sources
Strong teamwork and collaboration skills across departments (Health & Wellness, Finance, Renovations, Facilities Services, leadership)
Willingness and ability to work occasional evenings/weekends for tours and events as needed
Willingness and ability to walk the campus, conduct tours, and assists with event support as needed
Valid driver’s license and ability to travel locally for outreach/events, if applicable
Associate or bachelor’s degree preferred (business, marketing, communications, healthcare, hospitality, or related field)
5+ years of experience in sales leadership, preferably in senior living, Real Estate, or other related service industry.

Responsibilities

Manages the Independent Living sales pipeline from inquiry through move-in, ensuring a seamless and resident-centered experience.
Responds promptly to inquiries (phone, email, walk-ins, website leads) and schedule/confirm tours and next steps.
Conducts discovery conversations to understand a prospect’s priorities, timeline, and concerns; tailor recommendations accordingly.
Leads campus tours and presentations, clearly communicating Oakwood’s lifestyle, services, pricing, and value.
Educates prospects and families on contract options, residency agreements, fees, and the waitlist/deposit process; answer questions accurately and consistently.
Guides prospects through the waitlist journey (status updates, touchpoints, unit selection steps, and deposit documentation as applicable).
Coordinates internal steps required for move-in readiness by partnering with Health & Wellness, Finance, Renovations, Facilities Services, Dining, and other stakeholders.
Collects required information for financial and wellness review processes and ensure documents are handled using approved confidentiality/PHI-safe procedures.
Prepares and tracks required sales documentation and ensure timely completion of all steps leading to closing and move-in.
Maintains accurate, complete, and timely documentation in the CRM/marketing software; record all touches, tasks, notes, and outcomes.
Use CRM reports and dashboards to manage daily activity, monitor pipeline health, and improve conversion results.
Meets individual performance goals and key activity metrics (e.g., calls, appointments, tours, follow-ups, deposits, closings) as set by the Sales & Marketing Director.
Collaborates with the broader sales team to share insights, align messaging, and support campus-wide census goals.
Participates in and support marketing and sales events (open houses, educational programs, referral gatherings, community presentations) to generate leads.
Builds and maintains relationships with referral sources and community partners; support outreach as assigned.
Provides excellent customer service and hospitality at every touchpoint, reflecting Oakwood’s Core Values and brand standards.
Maintains a professional, welcoming marketing environment (collateral stocked/updated, presentation spaces tour-ready).
Attends training, team meetings, and required in-services; actively pursue ongoing learning and improvement in consultative selling and senior living.
Follows all Oakwood policies, safety practices, confidentiality requirements, and applicable federal/state regulations; report concerns promptly.
Performs other duties as assigned in support of census goals and resident experience.