Inquiry Specialist

Job Title: Inquiry Specialist 
Supervisor: Director of Operations
Category of Employment: Full-time, Salary
Objective: The Inquiry Specialist is an entry level position expected to perform a variety of duties as they pertain to the handling of all service inquiries and setting care consultations relating to the marketing of companionship and home care services. This individual will act as a team member with all other staff as well as assist the Client Care Consultant and Community Service Representative in the office.
 
Primary Responsibilities:
·         Reflect the core values of Home Instead Senior Care of Richmond, VA
·         Responsible for handling all service inquiries that come into the office as well as handle inquiry calls after hours every other week.
·         Drive new business through the successful handling of service inquiries and scheduling care consultations
·         Handle all online inquiries
·         Maximize the use of the Clear Care with all communication at all times
·         Manage all leads that come into the office as well as follow-up with all prospects and potential clients with appropriate correspondence such as phone calls,            thank you notes and anything else necessary
·         Manage prospects in our software to keep list current
·         Utilize follow-up tags in Clear Care for every prospect and potential client
·         Manage/update social media with local/personalized posts
·         Create and send out monthly newsletters for Referral Providers, Clients and CAREgivers
·         Assist with Staffing 3 hours per day (on average) and assist with creating retail style schedules for CAREgivers as well as participate in on-call staffing after           hours
·         Handle Care Consultation meetings as needed
·         Assist with Marketing projects (organizing events, locating specialized marketing materials, etc.)
·         Maintain regular attendance at the office to execute job responsibilities and attend weekly and monthly sales and staff meetings
·         Demonstrate open and effective communication with owner, supervisor, colleagues and CAREGivers
 
 
Knowledge, Skills and Abilities:
·         Uphold the policies and procedures established by Home Instead Senior Care of Richmond, VA
·         Demonstrate excellent oral and written communication skills and the ability to listen effectively
·         Ability to work independently, maintain confidentiality of information and meet deadlines
·         Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
·         Ability to organize and prioritize daily, monthly and yearly work
·         Ability to establish good working relationships with colleagues, the franchise owner, clients, referral providers and professionals in the community
·         Ability to present a professional appearance and demeanor
·         Ability to operate office equipment
·         Must be patient and congenial on the telephone
·         Must have computer skills and be proficient in Microsoft Office Suite
·         Must be proficient in proprietary operating software (Clearcare)
·         Input all sales activity on a daily basis into Clearcare
·         Ability to work evenings or weekends as required
·         Knowledge of the senior-care industry
·         Ability to perform duties in a professional office setting
·         Conduct telephone service inquiries with goal of scheduling care consultations
·         Ability to demonstrate effective problem solving skills
·         Ability to demonstrate "customer first" prioritization of activities
 
Measures of Success:
·         Revenue and new client activation objectives being met
·         Positive feedback from peers, subordinates and manager in areas of teamwork, flexibility/adaptability, initiative, organization, planning, productivity and time           management
 
The above statements are intended to describe the general nature of the work being performed by people assigned to this position. The listed duties and functions are not intended to be constructed as an exhausted list of all responsibilities, duties and skills required of personnel so classified. The Owner and Director of Operations and Business Development may assign other duties as needed.
 
Please submit cover letter, resume and references to:  ​kcriste-cook@homeinstead.com
 

Each Home Instead franchise is independently owned and operated.