Client Inquiry Specialist - 21053

Client Inquiry Specialist

About the Company
Our client provides personalized in-home care services designed to help individuals maintain their
independence, safety, and quality of life. The organization works closely with clients and their
families to understand their unique care needs and connect them with appropriate support.
Because prospective clients are often navigating important and emotional decisions, the company
places a strong emphasis on compassionate communication, responsiveness, and creating a
reassuring experience from the very first interaction.

Role Overview
The Client Inquiry Specialist will manage incoming service inquiries from prospective clients and
families and serve as an important first point of contact for the organization.
Using a consultative sales approach, this individual will listen carefully to each caller, understand
their situation and care needs, explain available services, qualify the opportunity, and guide
prospective clients toward the appropriate next step.
This role requires someone who can balance compassionate client service with results-oriented lead
conversion. The ideal candidate is warm, articulate, confident over the phone, highly organized, and
capable of building trust with individuals who may be navigating sensitive or emotional
circumstances.

Key Responsibilities
Inquiry Management & Conversion
● Respond promptly and professionally to incoming service inquiries from
prospective clients and families.
● Create a warm, compassionate, and reassuring experience for every caller.
● Build rapport and trust through active listening, empathy, and thoughtful
questioning.

● Use a consultative sales approach to understand care needs, priorities,
concerns, and urgency.
● Clearly and confidently communicate Home Instead’s services and value.
● Qualify inquiries and guide prospective clients toward the appropriate next step.
● Achieve an Inquiry-to-Converted-Lead Conversion Rate target of 55%.
● Conduct timely and purposeful follow-up with prospective clients who are not
immediately ready to proceed.
● Nurture inquiries through consistent contact and provide relevant information and
resources.
● Ensure qualified leads are transitioned effectively to the appropriate local Home
Instead team.

CRM, Systems & Follow-Up
● Use Salesforce and WellSky daily to manage inquiries, client information, leads,
opportunities, and follow-up activities.
● Accurately document all inquiries, conversations, outcomes, and next steps.
● Create, manage, and complete Salesforce tasks and nurturing activities within
established timelines.
● Maintain accurate and current client and inquiry information within WellSky.
● Regularly review open inquiries and opportunities to ensure no prospective client
is missed due to incomplete follow-up.
● Maintain accurate records and ensure information is communicated effectively to
the appropriate Home Instead team.
● Navigate multiple systems simultaneously while maintaining an engaged and
professional conversation with callers.

Qualifications
● Previous experience in telephone-based sales, inside sales, client engagement,
intake, customer service, or a similar relationship-focused role.
● Experience with consultative sales and lead conversion is strongly preferred.
● Experience in home care, healthcare, senior living, or a related service
environment is an asset.
● Experience with Salesforce or another CRM platform is strongly preferred.
● Experience with WellSky is an asset.
● Strong proficiency with Microsoft Office, Outlook, Teams, and other digital
communication tools.
● Excellent computer skills and the ability to quickly learn and confidently navigate
multiple software platforms.
● Marketing, sales, communications, or business experience is considered an
asset.

● Demonstrated ability to work independently and remain productive and
accountable in a remote environment.

Skills & Attributes
The successful candidate will be:
● Warm, genuine, and caring, with an ability to convey this naturally over the
phone.
● Outgoing and personable, with a natural ability to connect and build rapport.
● An exceptional listener who can uncover both expressed and underlying needs.
● Articulate and confident, with excellent telephone communication skills.
● Empathetic and compassionate, particularly with families navigating difficult or
emotional circumstances.
● Consultative and persuasive, able to guide conversations and move inquiries
forward without using a high-pressure sales approach.
● Results-oriented, motivated by achieving conversion targets and positive
outcomes.
● Highly organized, with meticulous attention to detail and follow-up.
● Self-motivated and accountable, with the discipline to work effectively in a remote
environment.
● An effective multitasker, able to listen, document, navigate systems, and manage
multiple inquiries and priorities.
● Highly comfortable with technology and able to move efficiently between
Salesforce, WellSky, Microsoft applications, and other systems.

Key Performance Expectations
● Inquiry-to-Converted-Lead Conversion Rate: Target 55%
● Timely response to new service inquiries.
● Consistent and effective follow-up and lead nurturing.
● Quality of prospective client and family interactions.
● Accuracy and completeness of Salesforce and WellSky documentation.
● Completion of required tasks and follow-up activities.
● Effective handoff of qualified leads to local Home Instead teams.