For the first time in history, older adults outnumber the young. This inversion of the age pyramid is revealing society’s existing care models to be unsustainable. Home Instead, founded in 1994, is the world’s leading home care franchise network, providing more than one million hours of care across 13 countries every week. In 2021, Home Instead joined forces with Honor, the leading home care company that delivers the most human-centric technology and operations platform. Together, we’ve created a global company that combines high tech with high-touch to revolutionize how society cares for older adults, their families, and Care Professionals.
Join us and grow as part of a united team where everyone shows up authentically, shares ideas bravely, and solves complex problems. Together, we’re creating a new and better aging experience for all.
About the work:
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
Our range reflects the hiring range for this position. We use national average to determine pay as we are a remote first company. Individual pay is based on a number of factors including qualifications, skills, experience, education, and training.
Base pay is just a part of our total rewards program. Honor offers equity and 401K with up to a 4% match. We provide medical, dental and vision coverage including zero cost plans for employees. Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. We offer a generous time off program, mental health benefits, wellness program, and discount program.
Hourly Hiring Range
$19.50—$21.65 USD
Applicants have rights under Federal Employment Laws:
Family Medical Leave Act (FMLA)
Equal Employment Opportunity (EEO)
Employee Polygraph Protection Act (EPPA)
Home Instead and Honor are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.
Home Instead and Honor are E-Verify companies. For more information please review our Participation and your Right to Work
What We Do
The Home Instead® network is the world's leading provider of personalized in-home care services. We have over 1,100 independently owned and operated franchise offices worldwide that employ compassionate CAREGivers who share our dedication to enhancing the lives of aging adults and their families. Services span the care continuum, from companionship and personal care to specialized Alzheimer's care and hospice support.
Caring for others is part of our DNA, and that includes caring for your career. The Home Instead network provides best-in-class training, education, and opportunities for career advancement. It also offers you the opportunity to be part of a supportive family-like culture where you're encouraged to talk with your local office for support, share stories, and seek guidance. Learn more at HomeInstead.com/Careers.
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