The Call Center Counselor or “Genies” as we like to call them at LeadGenie, a leading virtual senior living lead management solution, is responsible for answering incoming calls, placing outbound calls, emails, chat, text and building deep rapport with prospects through proactive follow-up resulting in completed tours, leveraging our CRM with clean data and maintaining a working knowledge of community services, amenities, events, etc. A successful Genie is equal parts compassionate, empathetic, and patient while being proactive and collaborative. The Genie role allows you to directly impact communities’ growth and development along with contributing to LeadGenie company success.
KEY RESPONSIBILITIES:
- Answer incoming sales phone calls, texts, chats and respond to email communications.
- Place outbound sales phone calls to prospects/families.
- Discover prospects and family’s needs, wants, and resources by building rapport and asking effective questions.
- Show the value of recommended solutions by articulating how they meet the needs of prospects and families.
- Log customer and contact information, using various CRM tools.
- Maintain working knowledge of community services, amenities, pricing, and events utilizing provided knowledgebase tools.
- Meet and exceed key sales performance metrics.
- Become an ambassador of the LeadGenie company culture creating a wonderful place to work for all. Our values and company culture are special, and we always lead with empathy.
ROLE REQUIREMENTS:
- 2+ years’ experience and working knowledge with CRMs.
- Senior living industry knowledge and understanding. Ideal experience is someone who has worked directly in the senior living space, directly with seniors or within the medical field.
- 2+ years of professional experience working over the phone with clients/prospects in a remote setting.
- 2+ years of professional experience in customer service or sales, preferably in a call center environment.
- Outstanding communication and interpersonal abilities (written and verbal).
- Strong computer experience working on multiple software programs.
- Ability to navigate between several computer screens or tabs while actively listening and entering prospect/client information.
- Proven relationship building skills and ability to work with all types of prospects.
- College degree required.
- Must be in the United States and speak English.
- Must be able to work weeknight and/or weekends.
TECHNOLOGY REQUIREMENTS
- Must have your own laptop or desktop set up with a camera along with a quiet, clean, and professional workspace. LeadGenie will provide a headset.
- Minimum High Speed Internet Requirement: 150 Mbps
- Mbps download speed: average 100 Mbps
- The capability to hardwire to router
- Processor: Intel core i3 and above
- Minimum GB of RAM: 8
- A hard disc space of 120 GB+
- Windows 10 or newer or Mac OS Catalina or newer.
- Antivirus and spyware protection software
- Under no circumstance can one use a Chromebook/Notebook — all employees must have a laptop with a full PC operating system, optical drive and multiple slots and ports.
BENEFITS & PERKS:
- 100% remote opportunity within the US.
- Paid Time Off + Sick Days + Paid Holidays.
- Continued education, certification and/or training.
- Long term growth opportunities.
OTHER TERMS
Terms of Employment:
At will, full-time permanent position.
Work Week:
Normal call center office business hours and on call for emergencies. LeadGenie is open 7 days a week.
Work Location:
Remote, and within the United States.
