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Response Team Specialist
Honor exists to expand the world’s capacity to care.
We’re combining high tech with high-touch to deliver better home care for aging adults, better jobs for Care Professionals, and entirely new offerings to support the aging journey, at scale.
Founded in 2014, and now a Series E funded “Unicorn” valued at over $1B, Honor leads the world’s largest home care network with the most advanced care platform. Our August 2021 acquisition of Home Instead has created a global company that’s revolutionizing how society cares for older adults, their families, and Care Professionals.
The Honor Care Platform combines local care and the most advanced technology to bring the highest quality care to more aging adults.
Grow at Honor as part of a united team where everyone shows up authentically, shares ideas bravely, and solves complex problems!
About the Work:
The Response Team Specialist 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 Response Team Manager, supporting the Home Instead Franchise Network in the US and Canada.
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 this role you will 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.
- 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
Primary Responsibilities
- Meet key team metrics like sales goals, handle time, call quality, and productivity
- 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.
- 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.
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: hard wired 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
Our range reflects the hiring range for this position. We use national average to determine pay as we are a remote first company. Individual pay is based on a number of factors including qualifications, skills, experience, education, and training.
Base pay is just a part of our total rewards program. Honor offers equity and 401K with up to a 4% match. We provide medical, dental and vision coverage including zero cost plans for employees. Short Term Disability, Long Term Disability and Life Insurance are fully employer paid with a voluntary additional Life Insurance option. We offer a generous time off program, mental health benefits, wellness program, and discount program.
Hourly Hiring Range
$19.50 - $21.65 USD
What’s next?
Honor is remote friendly! We're hiring across the U.S., with an entirely virtual interview and onboarding process. Most of our positions are remote/work from home and do not require permanent relocation. As conditions allow, we have office space for in-person collaboration in our San Francisco Bay Area, CA, Austin, TX, and Omaha, NE hubs. If you're looking for a great job that offers you the opportunity to work from home, we'd love to talk to you.
Want to know more about why Honor is a great place to work? Check out our perks!
We value people! These four people-centric values guide the ways we work and decisions we make every day.
This role doesn’t sound quite right? Send this application to a friend who may be a fit and check out our other available roles!
Honor is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, political affiliation or belief.
Honor is an E-Verify company. For more information please review our Participation and your Right to Work
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