Independent Living Sales Counselor

POSITION OVERVIEW

The Independent Living (IL) Sales Counselor supports Oakwood Village’s census goals by guiding prospective residents and their families through the full IL sales journey—from initial inquiry and discovery through tours, waitlist/deposit steps, contract preparation, and move-in.

This role is highly relationship-driven and requires strong follow-through. The IL Sales Counselor provides timely, accurate information about Oakwood’s services, lifestyle, pricing, and contract options; responds to questions with clarity and warmth; and partners closely with internal teams (Health & Wellness, Finance, Renovations, Facilities Services, and campus leadership) to ensure a smooth, well-coordinated move-in experience.

The IL Sales Counselor maintains a high standard of CRM/marketing software documentation, using the system to track activity, manage pipeline progress, and support reporting on key sales metrics. The role also supports events and outreach efforts that generate inquiries and strengthen Oakwood’s presence in the community.

This position reports to the Sales & Marketing Director.

MISSION STATEMENT

We are Called to serve a thriving community of seniors that live with dignity, connection and purpose. 

CORE VALUES

Fully embraces a culture of hospitality and teamwork by living the Oakwood Core Values:

• Compassion: We care deeply about the people we serve and the people we work with on a daily basis. We work together to help one another.
• Faith: We have a commitment to remain true to the vision and mission of Oakwood.
• Inclusion: We include everyone. We welcome opinions and strive to consider different perspectives to create fair, welcoming, and accessible experiences for all.
• Integrity: We work to be transparent and fair. We act with honor and respect for our residents, their families, and our co-workers.
• Dedication: We care about the people we serve and work with on a daily basis. We are dedicated to providing superior service to one another and our community.

ESSENTIAL RESPONSIBILITIES (including but not limited to)

• Manages the Independent Living sales pipeline from inquiry through move-in, ensuring a seamless and resident-centered experience.
• Responds promptly to inquiries (phone, email, walk-ins, website leads) and schedule/confirm tours and next steps.
• Conducts discovery conversations to understand a prospect’s priorities, timeline, and concerns; tailor recommendations accordingly.
• Leads campus tours and presentations, clearly communicating Oakwood’s lifestyle, services, pricing, and value.
• Educates prospects and families on contract options, residency agreements, fees, and the waitlist/deposit process; answer questions accurately and consistently.
• Guides prospects through the waitlist journey (status updates, touchpoints, unit selection steps, and deposit documentation as applicable).
• Coordinates internal steps required for move-in readiness by partnering with Health & Wellness, Finance, Renovations, Facilities Services, Dining, and other stakeholders.
• Collects required information for financial and wellness review processes and ensure documents are handled using approved confidentiality/PHI-safe procedures.
• Prepares and tracks required sales documentation and ensure timely completion of all steps leading to closing and move-in.
• Maintains accurate, complete, and timely documentation in the CRM/marketing software; record all touches, tasks, notes, and outcomes.
• Use CRM reports and dashboards to manage daily activity, monitor pipeline health, and improve conversion results.
• Meets individual performance goals and key activity metrics (e.g., calls, appointments, tours, follow-ups, deposits, closings) as set by the Sales & Marketing Director.
• Collaborates with the broader sales team to share insights, align messaging, and support campus-wide census goals.
• Participates in and support marketing and sales events (open houses, educational programs, referral gatherings, community presentations) to generate leads.
• Builds and maintains relationships with referral sources and community partners; support outreach as assigned.
• Provides excellent customer service and hospitality at every touchpoint, reflecting Oakwood’s Core Values and brand standards.
• Maintains a professional, welcoming marketing environment (collateral stocked/updated, presentation spaces tour-ready).
• Attends training, team meetings, and required in-services; actively pursue ongoing learning and improvement in consultative selling and senior living.
• Follows all Oakwood policies, safety practices, confidentiality requirements, and applicable federal/state regulations; report concerns promptly.
• Performs other duties as assigned in support of census goals and resident experience.

ESSENTIAL QUALIFICATIONS

• Demonstrated consultative selling skills: discovery, relationship-building, objection handling, and follow-through
• Strong verbal and written communication; able to explain contracts/fees and next steps clearly and accurately
• Strong organization and time management; able to manage multiple prospects and deadlines simultaneously
• Proficiency with CRM systems and sales activity tracking; comfortable generating/using basic reports
• Proficiency with common office tools (Microsoft Office)
• Maintains confidentiality and follow Oakwood policies for PHI/HIPAA-safe handling of sensitive information
• Demonstrates a hospitality-first mindset and professional presence; able to build trust with residents, families, and referral sources
• Strong teamwork and collaboration skills across departments (Health & Wellness, Finance, Renovations, Facilities Services, leadership)
• Willingness and ability to work occasional evenings/weekends for tours and events as needed
• Willingness and ability to walk the campus, conduct tours, and assists with event support as needed
• Valid driver’s license and ability to travel locally for outreach/events, if applicable

EXPERIENCE, EDUCATION, AND/OR TRAINING

• Associate or bachelor’s degree preferred (business, marketing, communications, healthcare, hospitality, or related field)
• 5 years of experience in sales leadership, preferably in senior living, Real Estate, or other related service industry.