Call Center Specialist

COH Holdings; Saint Paul (MN); On-site; USD 28,000 - 39,000; Full time

Job summary

COH Holdings in Minnesota is seeking a Call Center Specialist to be the first point of contact for prospective residents and their families. This role supports our assisted living and memory care communities and focuses on tours that convert to move-ins.

Part-time or full-time hours are available. Pay is $24 per hour with a rotating weekend schedule. The ideal candidate is empathetic, organized, and able to manage inquiries via phone, text, email, and CRM.

Responsibilities

• Answer inbound calls from prospective residents and families
• Respond to online inquiries (phone, text, email) quickly and professionally
• Build rapport and uncover each family's unique situation
• Clearly communicate what our communities offer
• Proactively schedule tours (not just provide information)
• Execute consistent follow-up to increase conversion rates
• Accurately document all interactions in Welcome Home CRM
• Coordinate with community calendars and manager availability
• Collaborate with community teams to ensure a seamless handoff

Job description

POSITION TITLE: Call Center Specialist

REPORTS TO: CEO

CLASSIFICATION: Non-Exempt

Part time and Full time

Pay: $24/hr (4- 10 hour days include a rotating weekend)

LOCATIONS: Minnesota Communities

Who We Are

We are an established assisted living and memory care organization committed to delivering exceptional care and creating peace of mind for families. When families call us, it can be during a stressful time in their lives - and how we respond matters.

We don't believe in "taking messages" or "sending brochures".

We believe in guiding families to confident decisions.

The Role

We are looking for a highly motivated, empathetic, and results-driven Call Center Specialist to serve as the first point of contact for prospective residents and their families. This is not a traditional call center role.

Your success will be measured by one primary outcome:

Tours scheduled that convert to move-ins

Key Responsibilities

• Answer inbound calls from prospective residents and families
• Respond to online inquiries (phone, text, email) quickly and professionally
• Build rapport and uncover each family's unique situation
• Clearly communicate what our communities offer
• Proactively schedule tours (not just provide information)
• Execute consistent follow-up to increase conversion rates
• Accurately document all interactions in Welcome Home CRM
• Coordinate with community calendars and manager availability
• Collaborate with community teams to ensure a seamless handoff

What Success Looks Like

• High percentage of calls converted to scheduled tours
• Fast response time to all inquiries
• Strong follow-up discipline
• Professional, confident, and compassionate communication
• Contribution to increased occupancy and move-ins

Who You Are

• Naturally empathetic, but able to lead conversations with confidence
• Comfortable asking for commitment and guiding decisions
• Strong communicator - both listening and speaking
• Organized and disciplined with follow-up
• Resilient and able to handle emotional or urgent situations
• Motivated by goals, performance, and results

Preferred Experience

• Inside sales, call center, or customer-facing sales experience
• Experience in senior living, healthcare, or service-based industries (preferred, not required)
• CRM experience is a plus

Why Join Us

• Make a meaningful impact on families' lives
• Be part of a high-performing, growth-focused team
• Clear expectations and measurable success
• Opportunity for advancement as we grow