Sales and Community Engagement Manager - Right at Home East Bay
Pleasanton, CA 94588
About the Job
BENEFITS
Join one of the most respected and fastest-growing home care companies worldwide for growth, stability, and long-term purposeful success!
Competitive pay and lucrative incentives
Paid orientation and elite training
Paid sick time and vacation time
Health insurance
Continuous learning opportunities
Exclusive rewards and recognition
Vibrant office culture and supportive team
Professional development opportunities
Company laptop
Owner committed to nurturing staff
WHY CHOOSE US?
Join a team committed to advocating for dignified, personalized in-home care, enriching lives one client, one caregiver, and one community at a time. At Right at Home East Bay, our mission is incredibly rewarding, with over 1.6 billion seniors worldwide by 2050. We're dedicated to empowering seniors and adults with disabilities to remain in their homes, guided by our values and the concept of "double bottom-line" success.
WHO ARE WE?
Right at Home East Bay serves Contra Costa, Alameda, and San Joaquin counties, spanning 20+ cities, including Walnut Creek, Danville, Pleasanton, Concord, Livermore, Orinda, and Tracy. As part of the Right at Home network, founded in 1995, we're a leading provider of in-home care globally, delivering over 280 million hours of care to our clients. Right at Home’s mission is simple - to improve the quality of life for those we serve.
JOB SUMMARY
The Sales and Community Engagement Manager is a trusted advisor and creates a positive identity for the company through industry knowledge, nurturing relationships, community promotions, and personal visits. The Sales and Community Engagement Manager is responsible for increasing care hours, developing a profitable referral source pipeline, gaining market share, and increasing client conversions. Amongst others, the Sales and Community Engagement Manager identifies/meets/follows-up/tracks the referral sources and community partners, answers the phone, conducts client intakes and consultations, develops and manages client care plans, learns, and understands a family’s care needs, shares helpful resources, and schedules referral meetings, in-home consultations or care delivery start dates. This role ensures that all leads and referrals are received in an accurate, detailed manner and are properly handled. The role provides normal and after-hours support for clients, referral partners and prospective clients through e-mail, telephone and/or home visits.
ESSENTIAL FUNCTIONS
ENERGY
Presents ideas and data, which outline new service opportunities and sales potential.
Evangelize and represent the company in the community through on-the-ground events, and promotions such as city events, referral source events, chamber of commerce, etc.
Nurture partnerships with clients and families by fostering relationships with referral networks through outreaching, participating in community outreach events, and establishing local presence.
Exhibits dynamism, enthusiasm, charisma, excitement and a positive “can do” attitude.
Participates in educational opportunities in homecare and become a trusted advisor.
ORGANIZATION
Pre-plans and executes weekly sales activities.
Maintains all sales activity in the Customer Relationship Manager database. Categorizes referral sources by profitability.
Maintains up-to-date competitive files, charges and pay rates.
Maximizes efficiency and cost effectiveness in daily activities.
VERBAL COMMUNICATION
Communicates effectively 1:1 and in group settings.
Easily articulates the value, vision, differentiators, and services.
Keeps team and referral sources informed.
Communicates information on market share strategy to team.
Easily shifts thinking process based on flow and direction of conversation taking place.
CREATIVITY
Generates new solutions to problems or suggests innovative improvements to current processes.
Creates promotional material as needed.
Investigates competitive landscape and identifies opportunities to gain market share.
LISTENING
Tunes in to the opinions, feelings and needs of people.
Understands the impact of one’s behavior on others and is patient and empathetic.
Lets others speak and actively listens to address specific needs.
LIKEABILITY
Builds and maintains trusting relationships with all stakeholders.
Builds referral pipeline by nurturing genuine relationships.
Exhibits friendliness, sense of humor, genuineness and a caring nature.
Treats people with respect.
TENACITY
Is energized by developing and meeting annual sales goals.
Establishes new sales opportunities.
Passionately strives to achieve positive results.
Conveys strong need to win.
Has a reputation for not giving up.
Continuously asks for the business.
Leverages competitive environment to gain market share.
INSPIRATIONAL/INFLUENTIAL
Coordinates sales activity with all office staff to ensure appropriate follow-up.
Is highly knowledgeable in the agency service lines, service fees and client base.
Proposes services and institutes contractual agreements with clients.
CUSTOMER FOCUS
Creates extraordinary phone experiences to engage and convert new clients. Responds to leads immediately. Offers solutions to the needs of the caller. Is attentive to “on-hold” phone calls.
Manage the Referral and Client Satisfaction program, identifying opportunities to improve the client experience.
Conduct referral meetings and client quality calls to address concerns or inquiries from family members, caregivers, and others.
Serve as a liaison between clients, caregivers, and the office team to ensure seamless communication and coordination.
Conducts client and family consultations and draws out client and family needs, routines and preferences related to their care plan.
CRITICAL THINKING
Can “read between the lines” when families share details of their current care needs, living situation and family dynamics.
Deals effectively with concrete, tangible issues, as well as with abstract, conceptual matters.
FIRST IMPRESSION
Answers telephone with the express intent of improving the quality of life for the caller.
Answers phone consistently, professionally and with a positive demeanor. Minimizes transfers, hold time and background noise.
PERSUASIVENESS
Understands the value and sells the care experiences created by Right at Home.
Uses charisma and credibility to help callers feel confident they have called the “best in home care.”
NEGOTIATION SKILLS
Uses value, services and relationship to secure new clients and schedule care over the phone.
Progresses uncommitted families through the inside sales process by confirming actionable next steps.
Re-engages with families who inquired about services in the past, but have not yet started services.
ADAPTABILITY
Assists with sales, marketing and public relations efforts.
DECISION MAKING/JUDGMENT
Maintain calm and offer sound guidance during emergencies, completing home safety checks as necessary.
Help families understand how changes in condition affect the care needs of their loved ones, ensuring a good client and caregiver match.
Participate in caregiver performance reviews, terminations, probations, and job counseling in compliance with agency policies.
EDUCATION / SKILLS / ABILITIES / AVAILABILITY
Minimum two years of home care sales and business development experience.
Bachelor’s Degree in Business, Communications, or related field.
Technology and computer savvy with organizational, interpersonal, and telephone skills.
Knowledge of common medical terminology.
Able to work independently from Pleasanton, CA office, demonstrating sound judgment.
Proficiency in English, both written and spoken.
Insured automobile, valid driver’s license, and able to drive own car.
Current Live Scan (FBI and DOJ), or must have the ability to pass a full employment background check
Possesses negative TB skin tests or open to be tested.
Be available as required for on-call duty outside of normal office hours.
COMPENSATION
Annual salary + bonus of $56,000-$70,000/year
IND456