Job description
Overview:
Atria is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law. Atria will not tolerate harassment or discrimination based on any of these protected classifications. Responsibilities:
What’s the difference between a job and a meaningful, rewarding career? The people you serve. When you work at Atria, you have a front-row seat to the amazing life stories of the wisest people on earth. What’s more, you are part of an extraordinary company – one that’s investing in the future of senior living by investing in you. Don’t just do a job. Be part of an extraordinary life.
Atria is an equal opportunity employer committed to providing equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, age, national origin, disability, genetic information, veteran status, or any other classification protected by applicable law. Atria will not tolerate harassment or discrimination based on any of these protected classifications.
The Contact Center Specialist is responsible for answering incoming contacts from potential new residents and perform outbound outreach to customers. This individual must possess and demonstrate strong customer service skills in addition to sales skills during each conversation. This individual must be ethical and compassionate, caring and understanding with all customer contacts. This individual must convey empathy when appropriate and must demonstrate the ability to ask open-ended, probing questions of customers in a conversational manner. This role is an integral part of the sales process and directly responsible for community lead generation support along with lead to tour conversion.
- Answer each contact in a friendly, upbeat, positive tone.
- Must be able to interact well with adult seniors and their influencers via phone, chat and email.
- Probe customers and build rapport through relationship building and discovery.
- Qualify potential resident based on eligibility factors.
- Gather detailed information from customer and enter information accurately into the system(s).
- Educate perspective resident about the community.
- Operate with sales and metric focus in order to drive high performance on call to lead and lead to tour, as well as QA scores.
- Provide insightful information about Atria senior living and its brands.
- Overcome objections and schedule site visits and next steps with Community Teams.
- Provide superior customer interaction on each contact: energetic, upbeat, positive, compassionate, supportive, understanding, and empathetic.
- Be prepared and ready to answer all contacts; this includes wearing a headset at all times while in production.
- Maintain and improve quality results by following standards and guidelines.
- Remain punctual and have excellent attendance.
- May perform other duties as needed and/or assigned.
- High School Diploma, or GED
- Minimum one (1) year of call center or customer service experience.
- Minimum one (1) year of consultative sales experience - direct, indirect, or suggestive.
- Knowledge of senior living industry preferred.
- Must demonstrate compassionate and convey via voice tone.
- Must be able to work as part of a team.
- Detail oriented.
- Proficient with Microsoft Office Suite and customer databases.
- Excellent verbal and written communication skills.
- Ability to maintain a sense of order while handling multiple tasks with different priorities.
- Demonstrated flexible and efficient time management. Strong organization skills and ability to prioritize workload.
- Ability to work well under pressure.
- Must have or be willing to get a COVID-19 vaccine, subject to legal requirements.
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