General Description

Are you looking for an inside sales position where warm leads are handed to you? Do you enjoy supporting a team and helping people feel better and live their best life? Us too! Chiro One Wellness Centers is a high-growth organization looking for an inside sales lead to join our expanding team. Chiro One is a high-quality chiropractic care company with over 100 clinics across the nation. Our clinical care teams provide non-invasive, drug-free chiropractic care to help thousands of patients live happier, healthier lives each month. The inside sales lead role is a good fit for a highly motivated individual who is goal driven, service-focused and looking to be a part of a mission-driven organization.

The inside sales team is the first point of contact for prospective patients or leads reaching out for chiropractic care. As a part of a 10–15-person team, this role is responsible for effectively communicating the value of receiving treatment at our clinics to convert leads into patients. The team lead will work directly with a small team member pod to train and onboard new team members, assign daily tasks, monitor call quality and team performance. Top Key Performance Indicators (KPIs) for the role include the conversion rate of leads to new patient appointments and the number of new patient appointments booked. A key component of the compensation for this role is a lucrative monthly bonus linked to monthly KPIs. On average, each inside sales representative handles 40-60 leads daily, primarily from inbound calls and online form fills, and works to convert them to new patient appointments utilizing technologies such as NICE CXOne CCaaS, Salesforce CRM, Outlook email and nurture technology platforms.  The lead position plays an integral role in motivating the inside sales teams and ensuring their success.

Essential Functions and Responsibilities

• Lead a group of 10-15 inside sales team members who are responsible for converting patient leads into patient appointments utilizing phone, chat, email, and text communication channels.
• Manage a high volume of leads comprised of inbound and outbound calls, chats and form fills to ensure an outstanding patient experience. Effectively administer outbound calls to confirm new patient appointments and reschedule first-visit missed appointments.
• Assign daily responsibilities to other inside sales reps to ensure all tasks are completed during their assigned shifts. Tasks include lead follow-up, confirmation and reschedule calls.
• Monitor hourly/daily performance of assigned team member group to meet daily performance targets of appointments made and kept.
• Train and onboard new representatives on role responsibilities and call scripts to ensure quality and performance standards are met.
• Promote the services and benefits of Chiro One’s treatment including competitive differentiators regarding our high-quality care model by discussing potential chiropractic care options with potential patients with a sympathetic and caring tone to provide an outstanding patient experience.
• Gain proficiency across various systems as new technologies and system enhancements are rolled out.

Minimum Qualifications

• Experience successfully meeting and surpassing sales goals.
• Excellent verbal and written communication skills, with the ability to call, email, and text potential patients.
• Ability to lead a team of 10-15 call center representatives.
• Highly motivated and goal oriented.
• Detail-oriented and process driven.
• Proficient in Microsoft Excel.
• Ability to adapt to a fast-paced, high-growth business while managing multiple technology platforms and systems.
• College degree.

Preferred Qualifications

• Previous experience in inside sales, call center or other related sales experience.
• Experience with training new employees on essential job functions.
• Experience with contact center software such as NICE CXOne.
• Experience with CRM software such as Salesforce or Microsoft Dynamics.

Job Competencies:

• Embody a strong work ethic and positive attitude. Possess an outgoing and friendly demeanor.
• Persuasive, persistent, and goal oriented.
• Ability to work independently.
• High attention to detail to ensure workload is managed and executed according to standard procedures.

Disclaimer

All team members agree to consistently support compliance and TVG-Medulla, LLC policies and Standards of Excellence with regard to maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, adhering to applicable federal, state, and local laws and regulations, accreditation and licenser requirements (if applicable), and Medulla procedures and protocols. Must perform other related duties and assist with project completion as needed. Team member may be required to provide necessary information to complete a DMV (or equivalent agency) background check.