Senior Living Advisor - Remote

Description

Revera owns and operates retirement residences and long term care homes in the senior living sector. 

Purpose. Passion. People.

We are purpose driven. We are passionate. We are connected. We are truly out to live our best lives, as we come together to help others live theirs. Join our team today and build your career with us.

Mission:

Reporting to the Manager, Senior Living Advisor, this role will act as an Advisor, more than just a contact centre representative.  You will be a trusted partner within the contact centre environment supporting all teams within both RET and LTC by being Revera’s voice to resolve, redirect or educate on customer contacts, via all of our current channels. In addition to the above, you will also be a key part of the sales process supporting customers by scheduling visits and providing information as required. Must be flexible with schedule. Standing hours outside of 9am - 5pm will be expected.

Key Outcomes:       

• Successfully respond to customer contacts within established KPIs, within the current (and future) contact channels (i.e calls, e-mail, social media);
• Act as Brand Ambassadors by accurately managing, resolving, educating or re-directing the customer contact;
• Contribute to high levels of customer satisfaction by establishing rapport and being a trusted advisor for Retirement and LTC;
• Maintain a well-developed lead base for a designated region;
• Create opportunities by building relationships with potential customers; and
• Successfully meet key sales KPI’s.

Key Responsibilities:

• Be a source of knowledge to contacts on the Revera brand;
• Be a generalist, knowing the intricacies of the Revera lines of business and how to address any questions or concerns regarding them;
• Identify trends and knowing when to recommend further investigation to appropriate team members;
• Leverage IT tools to manage and log the contacts to support communication of any feedback or concerns and to accommodate any regulatory requirements;
• Follow standardized procedures and workflows to accurately gate the complaint (resident, family, staff) and ensure effective recording and communication to the appropriate internal partners (Operations, Clinical, Legal, Communications);
• You will provide advice on RET or LTC needs by developing an understanding of each caller’s needs;
• You will take lead inquires directly and manage activities accordingly;
• Maintain a well-developed lead base for a designated region;
• Speak to Media Releases
• Provide support to internal sales team through lead management and scheduling potential customers;
• Maintain a lead database and communication with potential customers in a designated region;
• To uphold and promote the organization’s values and philosophy relating particularly to ethics, morality, and integrity as set out in Revera’s Code of Conduct;
• Other related duties as assigned.

Required Education, Credentials and Experience:

• Post Secondary Education
• Customer service and sales experience
• Keyboard proficiency
• Exceptional verbal and written communication skills
• Proficient with communication technology and electronic communication

Vaccines are a proven, safe and powerful weapon in our battle against COVID-19. Now that vaccines are widely available and recognizing that many of our staff are already vaccinated, vaccination will be a condition of employment for new hires, except when impossible due to legitimate, established exceptions. The vaccine must be a two-dose COVID-19 vaccination series approved by Health Canada. This is one more important step to protect both our residents and staff as we continue to battle this deadly virus.

Revera is committed to ensuring that all employment practices are inclusive. As an organization we are committed to providing and arranging accommodation for candidates upon request.