Senior Care Solutions Specialist

Senior Care Solutions Specialist

As a Senior Care Solutions Specialist, you’ll guide families and clients through their first conversations about in-home, non-medical care. Using your customer service and sales skills, you’ll connect with potential clients primarily by phone, but also at times through email, chat, and text to understand their needs and explain how Home Instead can help them age well at home. You will develop, implement and continuously improve sales playbooks and strategy and coach the team of Care Solutions Consultants.

This is a high-energy, performance-driven role where success is measured by your ability to engage with clients, build trust quickly, and meet daily outreach and conversion goals. You’ll handle both inbound and outbound calls while maintaining quality, empathy, and accuracy in every interaction.

This is a full-time, hourly, remote position reporting to the Sales Manager. Team members work one set schedule and every fourth weekend (Saturday and Sunday) as part of a regular rotation. Evening and weekend availability is required.

As a Senior Care Solutions Specialist at Honor you will:

• Develop, Pilot and Refine New Product Offerings: Partner with marketing and product teams to develop and test emerging services or products. Deliver early-stage pitches, record client feedback, and identify what resonates. Help shape future positioning and materials based on real client insights. Coach and mentor the team on findings and new strategies.
• Develop, implement and refine sales playbooks to fit new customer workflows or products: Navigate ambiguous or complex customer situations independently, balancing business goals with empathy and trust-building.
• Iterate on consultative sales approaches: Conduct deeper conversations to uncover underlying needs and decision drivers. Tailor recommendations that meet both client objectives and company priorities. Derive insights on what is resonating with customers and update sales playbooks based on these learnings. Roll out new strategies to the team.
• Collaborate cross-functionally: Work closely with internal stakeholders — operations, care coordination, and marketing — to ensure consistent follow-through on new client commitments and pilot initiatives.
• Drive Continuous Improvement: Identify process gaps or emerging trends. Propose messaging and strategy adjustments that improve product positioning, scripting, or client experience.
• Synthesize new customer insights to sales leadership to help drive improvements to positioning of new products, and to improve sales calls and process to best meet the needs of various customer segments.
• Provide support to peers when new products or approaches may roll out to the broader team. Translate personal learnings and experience into guidance or coaching for other members of the team.
• Meet or exceed individual sales metrics, which may include ca