Senior Living Advocate (Contact Center)

Job Description

Job Description

Help families navigate one of life’s most important decisions—through the power of conversation

Do you know how to build rapport in a single conversation?

Some people are drawn to work that pays the bills. Others are called to work that makes a real difference. If you’re someone who can step into a conversation and quickly create a sense of ease, connection, and understanding—we’ve been looking for you.

At Catalyst Senior Living Solutions, we help seniors and their families navigate one of life’s most important decisions—finding the right senior living solution.

This is meaningful work. The kind that stays with you after the conversation ends. The kind where you know you helped someone feel less overwhelmed—and more confident about what comes next.

The Role

As a Senior Living Advocate, you are often one of the first people families speak with as they begin exploring senior living options.

You’ll connect with seniors and their loved ones through a mix of inbound and outbound calls, creating continuity throughout their decision-making process.

You won’t just answer calls—you’ll create connection through conversation. You’ll:

• Build rapport quickly and naturally

• Ask thoughtful questions to understand needs and preferences

• Provide clear information about senior living options

• Guide conversations with warmth, empathy, and confidence

Every conversation is different. Your ability to connect, adapt, and communicate effectively is what makes the difference.

What You’ll Do

• Learn each person’s story—what’s changing in their life, what matters most, and the priorities guiding their senior living search

• Handle inbound inquiries and make outbound follow-up calls to seniors and families

• Provide support and guidance as families explore senior living and care options

• Build rapport through active listening, empathy, and emotional awareness

• Ask thoughtful questions to assess needs, preferences, and timing

• Help families understand options and next steps in their decision process

• Maintain accurate notes and documentation in CRM systems

• Collaborate with team members to ensure a seamless customer experience

What You Bring

This role isn’t about reading from a script—it’s about knowing how to connect with people.

• Strong communication and interpersonal skills

• Naturally conversational, engaging, and personable

• Curious and thoughtful in how you ask questions

• Warm, relatable, and empathetic

• Emotionally aware and attentive to tone and cues

• Patient, supportive, and reassuring

• Organized and detail-oriented with strong documentation skills

• Bachelor’s Degree preferred

• Comfortable in a fast-paced contact center or customer service environment

Experience in senior living, healthcare, customer service, call center, or social services is helpful—but your ability to build rapport through conversation is what matters most.

Why Catalyst SLS

• Purpose-driven work with real impact

• Hybrid flexibility

• Competitive pay with monthly bonus opportunities

• Paid time off, holidays, and referral bonuses

• Employee Assistance Program

• Growth opportunities in leadership and client success

• And yes—the snack situation is still very well managed

Ready to Make Every Conversation Count?

If you know how to build rapport, guide meaningful conversations, and help people feel understood—we want to meet you.