Call Center Customer Service- Spanish/ Bilingual
Eldercare Resource Coordinator
The Eldercare Resource Coordinator (ERC) will be working in a team call center environment taking initial inquiries from families and asking several phone screening questions to help identify the appropriate options for the family. The ERC will also assist our national sales team to manage leads, maintain contact with clients and move clients forward in the sales
process. Additional responsibilities will be assisting our outside sales team in managing their clients’ follow-up, calling them and moving the client through the sales phases using selling skills. Key skills include an engaging and positive phone voice, respectful assertiveness, selling skills and the ability to direct and control a conversation with a client. All work is metrics
driven and quotas are set for the ERC.
Primary responsibilities include, but are not limited to, the following:
Phone Calls- Success in this position will be based on the ability to connect with families in order to gain their commitment to tour a local eldercare property. Doing the job in a timely and efficient manner is critical. The best candidates will be comfortable being on the phone throughout the day and talking to many clients each hour.
Data Entry- The clients will phone in from all across the United States and the ERC will be entering vital information about this potential lead into our online client relationship management (CRM) system, You’ve Got Leads. Candidates need to have excellent computer skills as all calls are documented in the CRM online system.
Dependability- Because the company helps people nationwide there will be various shifts to ensure peak times are covered. Hours of operation of the family qualification and advisor assistance center will be from 5am to 9pm Monday – Friday and 8:30am to 5:30pm Saturday and Sunday.
Compensation and Benefits:
Starting pay is 11.00/hour and each ERC will be evaluated on a 6 month basis and will have an opportunity to increase earnings at that time. Corporate benefits include a PPO medical plan, dental and vision plans, and other supplemental offerings, PTO, monthly travel vouchers, state-of-the-art senior care industry training, convenient office location with amazing views and the opportunity to work for one of the most unique and successful privately held companies in the country and soon, the global market.
APFM is an equal opportunity employer.
Requirements:
Qualifications:
· 1+ year customer service experience, preferably in a call center environment
· Bachelor’s degree is preferred; college students will be considered if their schedule allows them to commit to a schedule
· Excellent communication skills, both verbal and written
· Ability to sell over the phone
· Data entry experience
· Ability to be a team player and collaborate with multiple work styles
· Professional and warm phone demeanor with the ability to build rapport quickly
· Proven experience with meeting and/or exceeding call center quotas
· Experience working with confidential information
· Proven history of excellent attendance
· Multi-tasking skills dealing with detailed information
· Proficiency with Outlook, and any CRM or database system
