Senior Living Sales and Inquiry Coordinator

Overview

The Senior Living Sales and Inquiry Coordinator serves as the central point of contact for prospective residents, families, and referral partners across multiple assisted living and memory care communities. This role plays a critical part in shaping first impressions, guiding families through complex decisions with compassion, and ensuring every inquiry is captured, qualified, and followed through with precision.

Blending customer service excellence, senior living knowledge, and technology-driven workflows, this position supports occupancy growth by managing inquiries, optimizing CRM data, and coordinating seamless handoffs to community sales teams.

Key Responsibilities

Inquiry Management & Customer Experience

• Serve as the first point of contact for inbound phone, email, and digital inquiries on behalf of multiple independent living, assisted living and memory care communities.
• Deliver a warm, professional, and empathetic experience to prospective residents and families navigating care decisions.
• Provide accurate, clear information regarding care levels, services, amenities, availability, eligibility criteria, and general pricing ranges.

Lead Qualification & Follow-Up

• Conduct outbound follow-up calls and emails to qualify inquiries, discuss care needs, financial considerations, and available assistance programs.
• Identify appropriate next steps, including scheduling tours, assessments, or referrals to partner resources when services are not a fit.
• Coordinate directly with community sales and marketing teams to ensure timely and effective follow-up.

CRM & Systems Management

• Accurately enter, update, and maintain all inquiry and lead data within the CRM system.
• Monitor CRM dashboards for new leads, assign follow-ups, and ensure no inquiry goes unaddressed.
• Track and document call outcomes, referral sources, and next steps to maintain complete and reliable lead histories.
• Support ongoing digital lead strategy monitoring and data integrity initiatives.

Reporting & Performance Support

• Track and report on inquiry volume, lead disposition, response time, and follow-up actions.
• Participate in regular team meetings to review trends, performance metrics, and opportunities for process improvement.
• Contribute to continuous improvement of inquiry workflows and customer experience standards.

Qualifications

• Strong verbal and written communication skills with a focus on delivering compassionate, high-quality customer experiences.
• Prior experience in senior living, healthcare, call center, admissions, or customer service environments preferred.
• Proficiency with CRM platforms and comfort navigating dashboards, workflows, and data reporting.
• Experience using telecommunication systems and managing inquiries.
• Ability to manage multiple communities, priorities, and follow-ups simultaneously.
• Detail-oriented with a high standard for accuracy, confidentiality, and documentation.
• Professional phone presence well-suited for sensitive senior care conversations.
• High school diploma required; some college coursework or healthcare-related education preferred.