Arrow Senior Living Management believes that each employee makes a significant contribution to our success in fulfilling our mission to provide exceptional, loving and dignified care. That contribution should not be limited by assigned responsibilities. Therefore, this position description is designated to outline primary duties, qualifications and job scope, but not limit the individual or the organization to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.
To provide creative solutions to family problems in order to assist families in selecting the senior living options that suit their particular needs as well as to provide first class customer service.
- Present a professional demeanor that communicates a corporate philosophy of service, goodwill, and genuine interest in each resident’s needs;
- Provide exceptional customer service.
- Demonstrate urgency at all stages of the sales process.
- Participate in daily coverage schedule of Sales and Marketing so that the department has coverage seven days a week from 8:30 a.m. to 6 p.m. Additionally members of the Sales and Marketing team must have after-hours calls forwarded to them and be available to answer said calls from prospective residents within two hours of receiving the call.
- Follow established daily agenda and strive to achieve daily sales goals.
- Display an appropriate level of urgency at every point in the sales process as outlined in the sales training.
- Assist in maintaining the marketability of the model and tour route by performing daily walk-through as delegated by, or in lieu of, Senior Living Director and immediately notify the Senior Living Director and Executive Director of any suggested improvements.
- Field all incoming calls to Marketing so that complete contact information is obtained.
- Maintain acceptable volume of sales calls to lead base, as set by home office. Provide assistance in outbound calls for team members and participate in call-a-thon events.
- Arrange tours of the Community for prospective residents and their families.
- Meet with prospective residents and families to discuss services offered.
- Give tours of the Community as needed, ensuring the participation of all other staff to greet and explain their personal duties and amenities of the Community.
- Qualify prospective residents physically, socially, emotionally, and economically according to company policy and the criteria set forth by state and federal requirements.
- Work with Wellness or personal care agency to identify and ensure that all potential services are provided for each resident to meet physical, social, and emotional criteria.
- Take deposits and facilitate signing of the appropriate documents, including but not limited to: waitlist agreement and reservation agreement.
- Maintain daily activity follow-up sheets.
- Participate in the daily stand-up meeting and other operations meetings, including department head and one-on-ones.
- Encourage team communication and cooperation.
- Transfer enthusiasm to prospective residents, current residents and staff.
- Follow proper lead-tracking procedures including note-taking and follow-up, and develop and update appropriate action plans for each lead.
- Update move-in, move-out, and unit status boards daily and as needed.
- Maintain focus on Sales and Marketing.
- Direct any operations concerns promptly to the Senior Living Director and Executive Director.
- Work with Senior Living Director to create continuous improvement in internal systems that directly affect occupancy, e.g. inquiry procedures and skills, tour effectiveness, closing techniques, and customer satisfaction.
- Maintain regular sales contacts with all referring agencies.
- Record and submit weekly report of all marketing traffic at the Community as requested by Senior Living Director and/or home office.
- Familiarize yourself with residents of the Community.
- Observe residents’ ability to perform daily ADLs and social skills; communicate potential difficulties or opportunities to the appropriate team member.
- When called upon, participate in care planning and other meetings, formal and informal.
- Encourage and motivate residents in all areas, providing assistance when necessary.
- Maintain organization, inventory, and cleanliness of promotional items, office supplies, and marketing office.
- Ensure display boards are up-to-date and legible.
- Lead Creative Follow-Up efforts, ensuring that follow up is delivered within the designated time frame as set by the department and home office.
- Coordinate courier or transportation for CFU deliveries as well as pick-ups for visitors who need transportation to tour the Community.
- Regularly update and manage lead database to ensure the most consistent, accurate and up-to-date information is available.
- For new developments, update the Community occupancy report as necessary. Upon building opening, transition report to Executive Director oversight and provide regular updates to Executive Director regarding any required changes.
- Lead move-in coordination efforts for all new residents, following Community Move-In Coordination Policies and Procedures.
- Oversee departmental timelines and manage special projects, communicating with all involved parties to ensure deadlines are met.
- Coordinate marketing and outreach events, utilizing provided checklists. Assist and manage every phase of events to guarantee a successful function.
- For new developments, oversee petty cash funds and distribution, completing and submitting all reports regarding funds.
- Cultivate successful partnership with referral agencies. Update referral agencies and Partner Central on move-ins and any changes to pricing and vacancies, as well as any other requested information.
- Regularly create posts for use on social media and provide updates for use on the Community website.
- Create and manage monthly newsletter for waitlist depositors and “hot” leads in the leads database.
- Perform other duties as assigned.
- Candidate must be at least 18 years of age;
- Have a high school diploma, or equivalent;
- Able to read, write, understand, and communicate in English at a minimum of a 12th grade proficiency;
- Possess clear verbal and written communication skills;
- Able to follow written and verbal directions and apply practical problem-solving skills if needed;
- Positive and energetic attitude;
- Professional in appearance and conduct;
- Be criminally cleared;
- Be in good health and physically and mentally capable of performing assigned tasks. Good physical health shall be verified by a health screening performed by a physician not more than six (6) months prior to or seven (7) days following employment. Must test free from pulmonary tuberculosis at time of health screening;
- Must have dependable transportation and be able to work varying hours as needed.