Care Solutions Consultant

Honor Technology’s mission is to change the way society cares for older adults. As a leader in aging care innovation, Honor provides the technology, tools, and services that empower older adults to live life on their own terms. Honor’s growing portfolio includes its consumer care brand, Home Instead, Inc., the world’s leading provider of in-home care for older adults. With a global franchise network and more than 100,000 Care Pros, Home Instead delivers over 50 million hours of personalized care annually.

Together, Honor and Home Instead are setting a new standard for aging in place, backed by powerful technology, compassionate care, and a commitment to aging on your own terms.

Join us to create a new and better aging experience for our clients, their families, and our Care Professionals. 

About the Role:

The Care Solutions Consultant  is dedicated to assessing customer needs and explaining how Home Instead (an Honor company) can provide the services they need to age well at home. Using your excellent customer service and sales skills, you will engage with customers by phone, chat, and text. This role educates and engages potential clients on our services  and schedules follow-up consultations to further explain our services. The role requires handling inbound and outbound calls using various lead management tools, with a quota and a high bar for call quality and outcomes. 

This role is an individual contributor position, reporting to the Sales Manager, supporting the Home Instead Franchise Network in the US and Canada. 

Responsibilities

• Respond promptly to incoming calls, emails, and web inquiries from prospective clients and families. Act as a trusted advisor to potential clients, understanding their needs and recommending tailored home care solutions.
• Meet key team metrics like sales goals, handle time, call quality, and productivity. 
• Achieve or exceed monthly targets for starts of care. Consistently meet or exceed individual sales quotas and productivity standards, driving revenue growth for the organization and its franchises.
• Identify customer needs and demonstrate how our products or services solve their problems, ultimately securing customer commitment.
• Complete 75-90 calls per day - a combination of inbound calls and responding to customer inquiries (no cold calling).
• Assess potential customers to find the best fit for our services by asking questions and understanding their needs and budget. Actively listen to clients needs to understand their unique situations and care requirements. 
• Provide exceptional customer service by addressing questions, resolving concerns, and ensuring a positive buying experience.
• Build rapport with customers, listen attentively, and present solutions clearly and persuasively to foster long-term relationships.
• Focus on use of consultative selling approaches to guide prospective clients through the decision-making process to initiate starts of care.
• Actively participate in coaching sessions by reviewing call performance, receiving and applying constructive feedback, and engaging in peer-to-peer coaching. Regularly assess personal sales approaches, identify areas for growth, and implement suggested improvements to enhance customer experience and conversion rates.
• Accurately record client interactions, track sales progress, and manage follow-up activities in the Customer Relationship Management (CRM) system.
• Maintain organized records of inquiries, follow-ups, and conversion outcomes.
• Stay updated on company services, industry trends, and the specific needs of the aging population.
• Provide feedback on sales processes and client interactions to enhance service delivery and improve client conversion rates.
• Work closely with franchise owners and internal teams to ensure seamless communication and support for new clients.

About you:

This position will be fully remote. It suits independent or team workers who are self-starters. You are empathetic, service-oriented, and genuinely desire to assist and satisfy customers. As a great communicator and active listener, you enjoy helping people find support. You believe in and advocate for our services, convincingly demonstrating their value to others.

To succeed in the role, you’ll need:

• An understanding of those aging, their needs, and a true passion to provide them with assistance. Prior experience providing care to someone aging or background in the healthcare/ home health industry is a huge plus.
• A strong ability to actively listen, ask thoughtful questions, and tailor conversations to meet the unique needs of each client. 
• Demonstrated commitment to building trust, understanding concerns, and guiding customers towar