Sales Support Representative - Sunrise Senior Living

As a part of the Sunrise team, supporting our Mission, Principles of Service and Core Values is a fundamental part of this job. Our foundational belief is the sacred value of human life. The unique responsibilities for this role include but are not limited to the essential functions listed as follows:

• Assists the Sales and Marketing team in maintaining a thorough working proficiency in the customer relationship management (CRM) lead tracking system.
• Supports the Sales and Marketing team by effectively maintaining all current prospect records in the CRM lead tracking system.
• Supports the Executive Director (ED), DSM, and DOS in building a trusting and positive relationship with prospects by understanding the Sunrise product and how Sunrise can meet the customers’ needs.
• Assists the ED, DSM, and DOS by ensuring model suite(s)/apartment(s) are well maintained and presentable.
• Supports the ED, DSM, and DOS in setting, tracking, and accomplishing sales goals in a timely manner.
• Demonstrates effective telephone skills producing qualified leads and appointments.
• Where applicable, prepares the resident’s Administrative File according to Sunrise and state specific regulatory requirements.
• Manages the move-in process as outlined in the Resident Move-In Checklist.
• Meets with the resident and/or family on the day the Move-In Fee is placed and reviews the Move-In Packet ensuring all information is explained.
• Coordinates and facilitates the Resident Assessment with the Resident Care Director (RCD) and Assisted Living Coordinator (ALC)/Reminiscence Coordinator (RC).
• Ensures all Sunrise and required state forms are completed by the resident and/or family on or before move-in date.
• Schedules the Resident Agreement Signing on Move-In day, collects any remaining paperwork, and reviews the welcome packet with the resident and family member(s).
• Orientates the resident and family to the community, presents the room to the resident and family, and explains the telephone and emergency procedures systems and other services (hair care/salon, transportation, activities, etc.).
• Arranges lunch or dinner for the resident and family members on Move-In day.
• Ensures the suite/apartment is ready for Move-In using the Suite Readiness Checklist.
• Communicates any necessary suite/apartment readiness needs with the Maintenance Coordinator.
• Maintains an open and ongoing dialogue with the resident and/or family from the time the Move-In Fee is placed through Move-In to ensure a smooth transition for the resident and to identify resident/family needs.
• Initiates communication with resident’s physician and/or family to ensure completion and delivery of the Physician’s Statement and any state specific forms.
• Assists the resident and family members in making the emotional connection to the new community through awareness, integration, and socialization techniques and engaging activities.
• Always maintains and protects the confidentiality of resident information.
• As applicable for new communities, facilitates the Sunrise Founders Club ensuring all Founders Club benefits are received by the resident and/or family.
• Partners with community team to ensure community is in compliance with OSHA requirements, promoting Risk Management programs and policies and adhering to safety rules and regulations.
• Practices safety procedures at all times including Personal Protective Equipment (PPE), fire extinguishers, Safety Data Sheets (SDS), and Lockout Tagout.
• Actively participates as a member of a team and commits to working toward team goals.
• Demonstrates our Team Member Credo in daily interactions with others.
• Commits to serving our residents and guests through our Principles of Service.
• Contributes to the overall engagement programs and processes (customer and team member engagement).
• Attends regular meetings; Town Hall, Department Team, Cross Over, and others as directed by the Supervisor/Department Coordinator.
• Maintains compliance in assigned required training and all training required by state or other regulating authorities as applicable to this role to ensure that Sunrise standards are always met.
• Supports sales team in executing successful sales and marketing events.
• All other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed throughout this job description are representative of the knowledge, skills, and abilities required.

• One (1) year of experience in a sales support role and/or two (2) years of experience as a Sunrise Team Member.
• Previous customer service or sales experience.
• Ability to handle multiple priorities.
• Possess excellent phone, written and verbal skills for effective communication.
• Ability to facilitate small group presentations.
• Competent in organizational and time management skills.
• Demonstrates good judgment, problem solving, and decision-making skills.
• Demonstrates proficiency in computer skills, Microsoft Office (Windows, Outlook, Excel), and Sunrise applications with the ability to learn new applications.