Call Center Specialist

Call Center Specialist

Reports To: CEO

Classification: Non-Exempt

Part time and Full time including a rotating weekend

Pay: $24/hr (4- 10 hour days include a rotating weekend)

Locations: Minnesota Communities

Who We Are

We are an established assisted living and memory care organization committed to delivering exceptional care and creating peace of mind for families. When families call us, it can be during a stressful time in their lives and how we respond matters.

We don't believe in "taking messages" or "sending brochures."

We believe in guiding families to confident decisions.

The Role

We are looking for a highly motivated, empathetic, and results-driven Call Center Specialist to serve as the first point of contact for prospective residents and their families. This is not a traditional call center role.

Your success will be measured by one primary outcome:

Tours scheduled that convert to move-ins

Key Responsibilities

Answer inbound calls from prospective residents and families

Respond to online inquiries (phone, text, email) quickly and professionally

Build rapport and uncover each family's unique situation

Clearly communicate what our communities offer

Proactively schedule tours (not just provide information)

Execute consistent follow-up to increase conversion rates

Accurately document all interactions in Welcome Home CRM

Coordinate with community calendars and manager availability

Collaborate with community teams to ensure a seamless handoff

What Success Looks Like

High percentage of calls converted to scheduled tours

Fast response time to all inquiries

Strong follow-up discipline

Professional, confident, and compassionate communication

Contribution to increased occupancy and move-ins

Who You Are

Naturally empathetic, but able to lead conversations with confidence

Comfortable asking for commitment and guiding decisions

Strong communicator both listening and speaking

Organized and disciplined with follow-up

Resilient and able to handle emotional or urgent situations

Motivated by goals, performance, and results

Preferred Experience

Inside sales, call center, or customer-facing sales experience

Experience in senior living, healthcare, or service-based industries (preferred, not required)

CRM experience is a plus

Why Join Us

Make a meaningful impact on families' lives

Be part of a high-performing, growth-focused team

Clear expectations and measurable success

Opportunity for advancement as we grow