On-boarding Manager (West)

On-boarding & Customer Relations

Key Responsibility Areas:

Onboarding new residents:

• Consultancy calls & services
• Maintaining a database on CRM.
• Inputting customer details in the system of various touchpoints with them.
• Keeping track of all the calls and updating them on CRM.
• Rigorous follow-ups with potential leads.
• Maintaining data of leads weekly and monthly.
• Understanding market competition and realigning teams on the same.
• Having flexibility over the weekend/holidays to speak with High Potential Leads.

Customer relationships & feedback:

1. Annual customer feedback form

2. Periodic customer feedback as and defined per client status

3. Ensure all customer issues are acknowledged within 24 hours and resolved timely. Liaise with the care team and other departments if required to address customer concerns.

Industry development:

1. Continually develop knowledge of the business climate, applications and competition.

2. Responsible for maintaining referral database

Pricing:

Maintain data relative to customers, pricing and will document customer interactions

Customer contracts, documents & renewals:

1. To ensure that the customer agreements are signed on the day of move in /as per process defined

2. Timely renewal of existing contracts before the expiry date.

• Payments:

  To ensure that timely payments are received from the customers and follow up incase of delays

• CRM:

  Create and implement CRM process for Epoch

• Budget:

  Create and manage sales budget

Skills and Qualifications:

• Leadership and Motivation Skills

  motivates employees to reach sales goals and needs to be able to effectively train, encourage, inspire and reward team members for their achievements

• Customer Service

  – understands what it takes to provide excellent service to elders and families

• Communication and people skills

  – need to be able to communicate all aspects of the sales operation to families, Facility managers and team members

• Computer skills

  – ability to create and maintain sales records and reports Ability to travel