Response Team Specialist

The Response Team Specialist is dedicated to helping the aging population find the services they need to age well at home. Using your excellent customer service and sales skills, engage with customers through web inquiries, phone sales, and various customer service tasks. This role works with current and potential clients to generate leads and schedule follow-up consultations to further explain our services. Additionally, this role supports the Home Instead franchise network by discussing care needs with leads and educating them on our available services and manages inbound calls and outbound web leads using various lead management tools. 

The Response Team Specialist is an individual contributor role, reporting directly into the Response Team Manager within the Centralized Marketing Team supporting the US and Canada Franchise Network. 

Responsibilities

• Be the welcoming voice for potential customers via phone, email, or chat.
• Meet key team metrics like sales goals, handle time, quality, and productivity on a monthly basis.
• Identify customer needs and demonstrate how our products or services solve their problems, ultimately closing the deal.
• Assess leads to find the best fit for our services by asking questions and understanding their needs and budget.
• Proactively resolve scheduling conflicts, territory issues, and service needs to prevent escalation, using strong discretionary skills.
• Provide exceptional customer service by addressing questions, resolving concerns, and ensuring a positive buying experience.
• Build rapport with customers, listen attentively, and present solutions clearly and persuasively to foster long-term relationships.
• Handle multiple tasks simultaneously and prioritize effectively in a dynamic environment.
• Initiate outbound contact for web inquiries and service leads.
• Complete client service inquiries over the phone and schedule in-home care consultations for the franchise network.
• Manage inbound calls for in-home care inquiries.
• Focus on scheduling care consultations through consultative selling approaches.

This role is perfect if you:

• Have an understanding of those aging, their needs and a true passion to provide them with assistance. Prior experience providing care to someone aging is a huge plus.
• Have excellent verbal and written communication skills, with the ability to connect with people on a personal level. 
• Excel at attentively listening to customer needs and concerns, then presenting solutions that resonate and meet their needs.
• Have a passion for sales and a commitment to providing exceptional customer service.
• Maintain a positive attitude and demonstrate patience and empathy when listening to the caller's challenges and needs for aging at home.  
• Have the ability to establish collaborative working relationships with management, colleagues, franchise owners and their staff.

Qualifications

• High school diploma or GED required; Bachelor’s degree preferred
• 3+ years of call center experience required
• 3+ years of experience selling over the phone, both inbound and outbound calling required
• Previous experience with the use of softphones in the handling of incoming and outgoing calls required
• Proficient in using a variety of communication and CRM software to manage leads, track progress, and provide excellent customer service required
• Remote work experience with the ability to train, learn and work remotely free from distractions.
• Remote office requirements: hard wired internet service that provides minimum speeds of 100 mbps download and 20 mbps upload required
• Sit and/or stand and be on the phone for long periods of time throughout the day required
• Meet key team metrics like sales goals, handle time, quality, and productivity on a monthly basis required