Job Overview:
The Senior Living Engagement Coordinator provides front-facing, administrative and early-stage sales support to the Senior Living Consultant. The role helps ensure prospective residents and their families receive a timely, welcoming and well organized experience from their first inquiry through introductory visits, ongoing engagement and a smooth handoff to the Senior Living Consultant.
This position supports the growth and maintenance of The Elliott Community’s Retirement Living occupancy through sales administration, inquiry and tour support, prospect engagement, and the coordination of prospective resident events. The Coordinator communicates with tact and empathy, maintains accurate records and consistent messaging, and represents The Elliott Community’s not-for-profit identity, continuum of care and commitment to exceptional service.
Job Responsibilities:
- Manage multiple priorities and take appropriate independent initiative within assigned areas of responsibility.
- Respond warmly and promptly to telephone, email, website and walk-in inquiries, using approved discovery questions to understand general needs, preferred timing and next steps.
- Provide accurate introductory information about The Elliott Community’s Retirement Living options, amenities, services and application processes
- Schedule tours, consultations, appointments and follow-up activities on behalf of the sales team.
- Conduct initial or overflow tours when assigned and trained, following approved messaging, tour routes and documentation practices.
- Accurately enter and maintain inquiries, applications, notes, activities, preferences, status and follow-up dates in the customer relationship management system.
- Maintain complete and current prospect records and support timely, personalized follow-up in accordance with the plan established by the Senior Living Consultant.
- Prepare and maintain information packages, tour folders, floor plans, rate sheets, application materials, forms, correspondence and other sales resources.
- Document tour outcomes, questions and agreed next steps promptly, and clearly hand off qualified, decision-ready or complex prospects to the Senior Living Consultant.
- Recognize and refer matters requiring clinical, financial, eligibility, pricing or complex sales guidance to the appropriate lead.
- Coordinate prospect communications, invitations, attendance tracking and follow-up, including opportunities for prospects and waitlist members to experience community life.
- Research, plan, budget and coordinate prospect engagement activities approximately every two months, including logistics, vendors, internal contributors, registration, materials and day-of implementation.
- Track event attendance and prepare post-event summaries outlining outcomes, lessons learned, next steps and return on investment.
- Support open houses, information sessions, community visits, retirement shows and other sales-related activities and events.
- Assist with move-in coordination and information handoffs between Sales and relevant operational departments.
- Support routine sales reports, prospect lists, event tracking and other follow-up documentation.
- Work collaboratively with Marketing, Community Engagement, Recreation and operational teams where responsibilities intersect.
- Liaise respectfully with current residents and families, supporting clear communication and a positive resident and visitor experience.
- Protect confidentiality and comply with organizational policies, accessibility requirements, documentation standards and applicable legislative requirements.
- Demonstrate conduct consistent with The Elliott Community’s values and high standard of customer service.
- Other duties relevant to the position shall be assigned as required.
The Ideal Candidate
- Post-secondary education in business administration, sales, marketing, hospitality, event planning, recreation or a related area.
- Previous experience in sales support, administration, customer service, hospitality, events or another front-facing role.
- Experience working with older adults, families, retirement living or health care is an asset.
- Strong interpersonal and customer-service skills, with empathy, professionalism, tact and sound judgment.
- Excellent organization, follow-through, attention to detail, time management and electronic file-management skills.
- Professional and proficient verbal and written communication skills, including professional telephone etiquette.
- Strong computer skills using Microsoft Office and Outlook, with the ability to learn CRM and other digital systems quickly.
- Comfort conducting introductory tours, speaking with small groups and supporting events.
- Ability to work independently while maintaining clear communication and appropriate handoffs to the Senior Living Consultant.
Requirements of the Job
Physical - Position involves walking and standing while touring suites and supporting events, as well as sitting while maintaining administrative records. Ability to function in an office environment and use computers, telephones, photocopiers and related equipment.
Emotional - Must communicate effectively, respectfully and empathetically with older adults and their families, including individuals navigating significant life transitions.
Hours
Monday – Friday 10am-3pm, with occasional evening and weekend work as required for tours, events or engagement activities.
The Elliott Community is an equal opportunity employer that values diversity in the workplace. We are committed to building a diverse and inclusive workforce that reflects the diversity of the community we serve. We welcome and celebrate the valuable differences among each of us and accept applications from all qualified persons.
We are happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance (In compliance with AODA, 2006, Integrated Accessibility Standards 2011, Employment Standards). If you require assistance in completing a job application due to a disability please contact Human Resources directly. Information collected during this process will be used for recruitment purposes only.
Pay: $28.00 per hour
Benefits:
- Company events
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Vision care
Education:
- Bachelor's Degree (preferred)
Experience:
- Event planning: 1 year (preferred)
Work Location: In person
