Customer Relationship Consultant

Our team at Costa House in Lara, approx. 20 minutes from Geelong is searching for a Customer Relationship Consultant who is passionate about delivering exceptional service and fostering meaningful relationships with our valued clients.Who we are:As a proud not for profit organisation since 1922, Respect Aged Care serves older residents through our high standard of care and community. Our focus is on giving back to older adults by fostering communities of belonging. Headquartered on the northwest coast of Tasmania, our philosophy is: Everyone deserves the right to a life well-lived, with dignity and respect.Our organisation is constantly growing, with many homes and thousands of residents and employees across Victoria, New south Wales and Tasmania. Respect also has home care services in multiple states, and more than 700 units in different retirement villages and independent living communities.

The position:

The Customer Relationship Consultant is a pivotal role for Costa House, Lara in Victoria, allowing you to make a meaningful impact on the lives of our residents in this picturesque region. We're seeking a results-driven professional to guide families through the journey to aged care, providing expert advice and ensuring a seamless transition. Experience in aged care is not essential, as we provide support and training to help you gain the required industry knowledge

In this role, you will connect with potential residents, their families, and external referrers, and offer empathy and support throughout the customer journey. The role will actively seek to achieve agreed occupancy rates and implement strategies to improve customer and referrer engagement.

Key Duties & Responsibilities:

• Implementing sales plan initiatives
• Complying with the agreed customer sales method and admission sales process to achieve a great client experience
• Travel to locations suitable to the client for meetings and presentations for prospective resident
• Managing channel relationships to ensure Respect obtains more than its fair share of leads
• Intercept and manage all inbound respite and permanent leads from prospective residents and family members including providing prospective residents with tours of our facilities
• Ensure and monitor, that all prospects/leads are effectively communicated and responded to in a timely manner
• Record and manage all prospective leads on our CRM database
• Ensure that prospective leads are given the necessary information package and that the information within the package is both current and explained clearly in a professional manner
• Ensure the highest standard of professional self-presentation is maintained to project a positive image at all times of Respect
• Willingness to meet with prospective clients /representatives out of normal business hours if required
• Initial data entry of client details into the CRM database for ease of tracking and reporting
• Prepare and supply all residential permanent agreements/documentation to clients prior to the admission date

Requirements

Essential:

• Demonstrated successful sales and marketing experience/skills
• Demonstrated ability in the application of advanced administrative procedures
• Ability to understand basic analysis techniques
• Advanced word processing operation skills
• Good verbal and written communication skills and the ability to empathise with prospective residents and family members
• Demonstrated understanding of continuous quality improvement principles
• Demonstrated ability to undertake work of a confidential nature
• A current drivers license without restriction
• Current National Police Certificate (or ability to acquire).

To be considered for employment with Respect, each candidate must satisfy the legislative requirements of Aged Care Worker Screening to ensure suitability to work in the aged care industry.

Benefits

• Competitive salary and entitlements
• Pay incentives including not-for-profit salary packaging
• Meaningful work in a purpose-driven organisation
• A healthy and positive workplace culture
• Learning, development, and growth opportunities

Our purpose:To care for the elderly in our communities in an environment of respect, value, and belonging.

Our Values:

Respect - Treat all people with fairness and dignity

Care - Look after and protect the elderly, and each other

Teamwork - Encourage, cooperate, and build trust

Courage - Do the right thing, even when it's difficult

Integrity - Be open, honest, and trustworthy

Innovation - Think differently to solve problems.

Excellence - Drive quality to continuously improve.
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