Response Team Specialist

The Response Team Specialist is dedicated to assessing customer needs and explaining how Home Instead (an Honor company) can provide the services they need to age well at home. Using your excellent customer service and sales skills, you will engage with customers by phone, chat, and text. This role educates and engages potential clients on our services  and schedules follow-up consultations to further explain our services. The role requires handling inbound and outbound calls using various lead management tools, with a quota and a high bar for call quality and outcomes.

This role is an individual contributor position, reporting to the Response Team Manager, supporting the Home Instead Franchise Network in the US and Canada.

About you:

This position will be fully remote. It suits independent or team workers who are self-starters. You are empathetic, service-oriented, and genuinely desire to assist and satisfy customers. As a great communicator and active listener, you enjoy helping people find support. You believe in and advocate for our services, convincingly demonstrating their value to others.

To succeed in this role you will need:

• An understanding of those aging, their needs, and a true passion to provide them with assistance. Prior experience providing care to someone aging or background in the healthcare/ home health industry is a huge plus.
• Experience in a high volume call environment; expect to make 75-90 calls per day
• Excellent verbal and written communication skills, with the ability to connect with people on a personal level. 
• Ability to explain our services in a compelling way and to ask for customer commitment 
• Passion for sales and a commitment to providing exceptional customer service.
• A positive attitude, patience, and empathy 

Primary Responsibilities

• Meet key team metrics like sales goals, handle time, call quality, and productivity
• Identify customer needs and demonstrate how our products or services solve their problems, ultimately securing customer commitment.
• Complete 75-90 calls per day - a combination of inbound calls and responding to customer inquiries (no cold calling)
• Assess potential customers to find the best fit for our services by asking questions and understanding their needs and budget.
• 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.
• Focus on use of consultative selling approaches.

Education/Experience Requirements

• Bachelor’s degree or equivalent experience required
• Prior experience in the health or homecare industry preferred
• 3+ years of phone based sales experience (both inbound and outbound) preferred
• Some night and weekend hours 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
• Meet key team metrics like sales goals, handle time, call quality, and productivity on a monthly basis required