Inside Sales Chat Advisor

About A Place for Mom

We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more. Our services are offered at no cost to families as we’re paid by the 14K+ communities and 3K+ providers in our network.

Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion.

Employees who thrive at A Place for Mom live our values every day:

• Focus on excellence
• Act with integrity and assume positive intent
• Drive outcomes every day with passion and a sense of mission
• Make the lives of our families and customers better, easier and more successful
Realize the full potential in each team member
• - work as a single supportive team

Who you are:

A great Inside Sales Chat Advisor has empathy for the families we serve, loves sales, is strongly internally motivated, and has the ability to learn the details of a unique industry like senior living quickly. An Inside Sales Chat Advisors primary focus is referring and moving families into appropriate customer communities and guiding them through the lifecycle of the search process by understanding a family’s unique needs and demonstrating an intimate knowledge of customer communities.

The success of an Inside Sales Chat Advisor is measured by reaching daily call benchmarks, scheduling tours at customer communities, and converting leads into customer move-ins resulting in achievement of their monthly sales quota.

What you can expect:

• Unbiased referrals - We represent over 17,000 communities nationally which allows our advisors the flexibility to make unbiased referrals to families.
• All leads are provided – there is no cold calling or prospecting
• High earning potential – 1st year average annual income is $60k. Our top advisors can earn well over $100k annually.
• Growth opportunities – We promote from within for those employees seeking career advancement and have a number of different sales and non-sales roles available
• No prior senior living experience required – we provide paid training to prepare you for success in this role
• Full benefits for full time employees which includes health, life, dental, vision, 401(k) + company match, paid time off, etc.

Inside Sales Chat Advisors are responsible for educating families on senior care options and working with them to find the right senior living communities that match their needs via online chat on our websites. Inside Sales Chat Advisors are also responsible for coordinating with our community customers to ensure timely follow-up with referred families. This requires not only working with the families but also acting as the liaison between families in need and the senior housing communities or care providers. As an Inside Sales Chat Advisor you will also test new company initiatives to support innovation and growth in how we serve families.

What will make you successful:

• Passion to learn - You’ll go through an extensive new hire training program to prepare you to assist the families we help so you need to be excited to learn this information / industry and put it to use once you’re working with customers. We are also a culture of feedback so you will need to that to learn how improve your performance over time.
• Competitive by nature - You need to be self-motivated and have the drive to win and hit your sales goals
• Technically proficient – You must be proficient at both Microsoft Office as well as have the ability to learn our internal CRM systems and use them efficiently every day.
• Flexibility - You need to be available to work evening, nights and weekends. We are a consumer facing business and we need to be available when our families need us.

Responsibilities

• Build relationships and educate families through live chat, as well as calls, emails and texts, based on the customer’s needs. Ensure families understand the value of A Place for Mom throughout their senior living search.
• Follow conversation “scripts” when handling different topics to deliver a high quality consistent experience to APFM families and customers
• Understand family needs and refer appropriate customer communities.
• Manage the sales process. Guide families through their search process all the way to move-in including follow up with families and customer communities.
• Understand customer community offerings, resident requirements, and sales process.
• Manage lead pipeline on a daily basis and accurately record in the Company’s CRM to ensure up-to-date family information and status, as well as maintain accurate forecasts.
• Structured, pre-scheduled training attendance is mandatory.
• Communicate daily via phone and email to families and customers.
• Consistently meet or exceed monthly sales quota.
• Other duties as assigned.

Qualifications:

• History of exceeding sales quota
• 3+ years’ experience with documented history of success positioning and selling solutions to businesses or consumers in a quota or metrics driven environment.
• Demonstrated ability to assess family situations and quickly develop solutions based upon family needs.
• Documented history of ability to develop and maintain good working relationships in a multi-stakeholder relationship.
• Ability to deliver results while working in a highly-independent environment.
• Willingness to quickly come up to speed on the senior living industry.
• Ability to multi-task.
• Strong computer and typing skills necessary, including Word and Excel and comfort operating between multiple computer interfaces
• Comfortable using chat as a form of communication
• Ability to quickly learn new computer programs

Education Requirements
Bachelor's degree preferred.

Compensation:

The position is an hourly, non-exempt position. Working hours are scheduled at 40 hours per week that may include flexibility to work evenings/weekends; overtime is paid for time worked over 40 hours per week (or as applicable by state law), which should be approved in advance by the manager. You will work with your manager to establish a full-time, 40 hour work schedule.