Sales Specialist

About Highmark Senior Living

Highmark Senior Living is a senior living property management company based in West Des Moines, IA. Highmark oversees the daily operations and general management services for Edencrest communities in Central Iowa. As a leading senior living property manager, our focus is on providing excellent care, innovative life experiences and elevated management services for all our communities.

Core Values

At Highmark Senior Living, our core belief is quality care and services start here. We understand choosing the right senior living community can be an immense decision. The support a loved one receives begins with trusted professionals who display loyalty to residents, a sense of pride in community and cherish relationships at the highest regard. Seniors and their loved ones can count on Highmark where they will experience comfort and freedom. Our core values are: Commitment to Care, Value, Innovative Living & Vibrant Communities and we look forward to welcoming you into our Highmark family.

Job Summary

In partnership with the sales & marketing team, this position assists the communities in achieving occupancy goals. The Sales Specialist will be responsible for building relationships with prospective residents and their families, guiding them through the decision-making process, and ultimately facilitating move-ins. This role requires strong interpersonal skills, empathy, and a passion for helping seniors find the perfect living arrangement. The Sales Specialist works closely with the Executive Directors (ED’s) and the Regional Director of Sales & Marketing in the development and execution of the marketing plans for all communities.

Essential Duties and Responsibilities

• Travels to communities with open sales roles. Quickly analyzes pipeline and carries out primary sales responsibilities at this community.
• Tours all Senior Living inquiries and follows up, working to help navigate with the prospect and family to an ideal result is achieved.
• Conduct sales outreach to prospective professionals in the community that can refer prospects through phone calls, emails, and in-person meetings.
• Build rapport and establish trust with prospects by understanding their needs, preferences, and concerns related to senior living.
• Conduct personalized tours of the community, highlighting amenities, services, and lifestyle options to showcase the benefits of living in our community.
• Provide guidance and support to prospects throughout the decision-making process, addressing questions, overcoming objections, and alleviating any concerns.
• Collaborate with internal stakeholders, including Executive Directors, marketing team, and healthcare professionals, to coordinate and execute sales efforts.
• Maintain accurate and up-to-date records of prospect interactions, sales activities, and move-in status in the CRM system.
• Meet or exceed sales targets and occupancy goals for the community, consistently striving to drive revenue and occupancy growth.
• Stay informed about industry trends, competitor offerings, and market dynamics to identify opportunities for differentiation and competitive advantage.
• Participate in networking events, community outreach activities, and industry conferences to generate leads and promote awareness of the community.
• Provide exceptional customer service to prospects and their families, ensuring a positive experience throughout the sales process. Manages all move-ins/outs to achieve maximum revenue performance for the community. Communicates incoming resident's special needs or requirements to the Director of Resident Services. Assists in maintaining an active, meaningful wait list.
• Assists in lead generating activities to ensure adequate leads are produced in order to meet performance expectations. Manages and maintains a working knowledge of the lead tracking and marketing software programs and systems.
• Assists in the success of internal sales programs such as the resident/family referral and associate referral programs.
• Maintains and communicates current product information to staff (pricing, program changes, policy changes and promotional programs), and tour readiness.
• Creates and maintains a positive image of the community with residents, the community, and other staff associates. Maintains effective relationships with all residents and their families. Attends resident functions and focuses on room turns and customer service.
• Assists the Regional Director of Sales & Marketing with training and coordination of appropriate in-house staff to serve as back-up for tours and the move-in process including the completion of all required paperwork to facilitate an admission.
• Maintains a database of contacts/community resources along with knowledge of industry trends and legislative/regulatory issues.
• Assists with the evaluation process of customer satisfaction, shares results with the leadership team to develop action plans as needed. Utilize discharge satisfaction survey to send to discharged residents.
• Assists in the development and ordering of community materials such as brochures, press releases, and any advertising etc.
• When sales positions are filled, partners with the Regional Director of Sales & Marketing to determine which sales team members may need additional support to boost sales.
• Other duties as assigned.

Requirements

• An associate or bachelor’s degree with course work in sales, marketing, business administration, social services or related area or three (3) years of experience in senior living setting working within a sales and marketing role preferred.
• Experience in CRM entries and follow up.

Success Factors

• Proven track record of success in meeting or exceeding sales targets and driving revenue growth.
• Strong interpersonal skills and the ability to build rapport with diverse audiences, including seniors and their families.
• Ability to coach and lead team members, with a strong drive to help to grow them in their role.
• Excellent communication skills, both verbal and written, with the ability to effectively articulate the value proposition of senior living.
• Empathy, patience, and compassion for seniors and their families navigating the transition to senior living.
• Detail-oriented with strong organizational and time management skills.
• Proficiency in CRM software, Microsoft Office Suite, and other sales tools.
• Willingness to work flexible hours, including evenings and weekends, as needed.
• Passion for making a positive difference in the lives of seniors and contributing to the success of the community.

Note: This job description describes the general nature and essential functions of the position without including peripheral and incidental duties. Contents of this job description are subject to change at the discretion of the employer. Employees may receive other job-related instructions and be required to perform other job-related work as requested by the manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.