Care Solutions Consultant

The Care Solutions Consultant 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 Sales Manager, supporting the Home Instead Franchise Network in the US and Canada.

Responsibilities

• Respond promptly to incoming calls, emails, and web inquiries from prospective clients and families. Act as a trusted advisor to potential clients, understanding their needs and recommending tailored home care solutions.
• Meet key team metrics like sales goals, handle time, call quality, and productivity.
• Achieve or exceed monthly targets for starts of care. Consistently meet or exceed individual sales quotas and productivity standards, driving revenue growth for the organization and its franchises.
• 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. Actively listen to clients needs to understand their unique situations and care requirements.
• 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 to guide prospective clients through the decision-making process to initiate starts of care.
• Actively participate in coaching sessions by reviewing call performance, receiving and applying constructive feedback, and engaging in peer-to-peer coaching. Regularly assess personal sales approaches, identify areas for growth, and implement suggested improvements to enhance customer experience and conversion rates.
• Accurately record client interactions, track sales progress, and manage follow-up activities in the Customer Relationship Management (CRM) system.
• Maintain organized records of inquiries, follow-ups, and conversion outcomes.
• Stay updated on company services, industry trends, and the specific needs of the aging population.
• Provide feedback on sales processes and client interactions to enhance service delivery and improve client conversion rates.
• Work closely with franchise owners and internal teams to ensure seamless communication and support for new clients.

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 the role, you’ll 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.
• A strong ability to actively listen, ask thoughtful questions, and tailor conversations to meet the unique needs of each client.
• Demonstrated commitment to building trust, understanding concerns, and guiding customers toward the best solutions with empathy and professionalism.
• 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

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: hardwired 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
  

Knowledge, Skills and Abilities

• Have an understanding of aging adults, their needs and a true passion to provide them with support.
• Excellent verbal and written communication skills, with the ability to connect with people on a personal level.
• Excel at attentively listening to customer needs and concerns, then presenting solutions that resonate and meet their needs.
• Have a passion for consultative sales and a commitment to providing exceptional customer experience.
• Maintain a positive attitude and demonstrate patience and empathy when listening to the caller's challenges and needs for aging at home.
• Driven to meet or exceed performance goals with a proven track record of meeting or exceeding sales targets.