IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life.
With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.
The IOA Connect Sales Representative plays a critical role in connecting older adults and their families with the services and support offered by the Institute on Aging. This position is rooted in a dynamic, fast-paced call center environment focused on delivering compassionate, solution-driven sales through inbound and outbound calls, emails, and chat interactions. This role requires a results-oriented professional with a passion for people, strong communication skills, and a consultative sales approach tailored to the unique needs of older adults and individuals with disabilities, and a proven track record in sales. Connect Client Sales Representative reports to the Call Center Sales Manager.
Key Responsibilities:
Sales & Revenue Generation:
- Handle a high volume of inbound and outbound calls, as well as chats and emails, converting leads into clients through persuasive, empathetic, and informative conversations.
- Proactively engage prospective clients, caregivers, and referral sources to present IOA programs and services tailored to their needs.
- Consistently meet or exceed monthly and quarterly sales targets, key performance indicators (KPIs), and conversion goals.
- Identify and upsell or cross-sell appropriate additional services, increasing client engagement and revenue.
- Follow a structured sales process while maintaining the flexibility to customize conversations based on client needs.
Client Relationship Management:
- Build and nurture long-term relationships with clients, acting as a trusted advisor and resource.
- Respond promptly and professionally to inquiries, resolving issues with care, empathy, and a service-first mindset.
- Conduct follow-up calls and maintain continuous contact to ensure ongoing satisfaction and program engagement.
Product & Program Knowledge:
- Maintain up-to-date, in-depth knowledge of all IOA services, offerings, eligibility criteria, and enrollment procedures.
- Stay informed on industry trends, competitive landscape, and service updates to remain a reliable source of information for clients.
- Adapt quickly to frequent program and process updates, ensuring all communication reflects the most current offerings.
Collaboration & Team Engagement:
- Work closely with marketing, operations, and fellow sales representatives to execute campaigns and align on shared goals.
- Participate in regular team meetings, training sessions, and performance reviews to foster continuous growth and alignment.
- Share client feedback and market insights to inform sales and marketing strategies.
CRM & Reporting:
- Accurately enter all client and call data into the CRM system and other designated tracking tools in real-time.
- Maintain detailed logs of sales activity, call outcomes, and follow-up actions to support transparency and reporting.
- Monitor personal performance metrics and take accountability for results and quality standards.
Qualifications & Requirements:
Experience & Education:
- Minimum 3–5 years of successful sales experience in a high-volume call center or similar client-facing environment.
- High school diploma required; relevant college coursework or certifications in sales, social services, or healthcare is a plus.
Sales Competencies:
- Proven ability to close sales, overcome objections, and achieve revenue goals.
- Strong consultative sales skills with a focus on solutions-based selling.
- Highly self-motivated, competitive, and goal-driven.
Communication Skills:
- Spanish-speaker is a plus!
- Outstanding verbal and written communication, active listening, and rapport-building abilities.
- Ability to convey complex information clearly, especially to older adults or those with varying cognitive or emotional needs.
- Patience, compassion, and a professional tone in every interaction.
Empathy & Sensitivity:
- Deep respect and understanding for the challenges facing older adults, people with disabilities, and their caregivers.
- Ability to handle sensitive conversations with empathy and discretion.
Adaptability & Multitasking:
- Thrive in a fast-paced, high-call-volume environment with shifting priorities.
- Comfortable with evolving scripts, offers, tools, and program updates.
Technical Proficiency:
- Strong proficiency in Microsoft Office Suite, CRM systems (e.g., Salesforce, HubSpot), and call center platforms (e.g., Five9, Genesys, Zendesk).
- Quick learner when adapting to new technology, databases, and sales enablement tools.
COMPENSATION:
Range: $26 - $30/hour
This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors.
This range does not include any additional equity, benefits, or other non-monetary compensation which may be included.
Beware of Hiring Scams
We are aware that some third parties have reposted our job listings in an attempt to scam applicants. Please be cautious and only apply through our official channels.
- Institute on Aging will never request payment or sensitive personal information such as Social Security numbers during the hiring process.
- All official communication will come from a verified IOA email address.
- If you receive any suspicious communication or requests, report them to talentacquisition@ioaging.org.
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All legitimate job openings can be found on the Institute on Aging Careers Page.
We encourage you to learn more about IOA by visiting
us
here
.
IOA reserves the right to adjust work hours or duties when appropriate.
Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro-diversity, disability, veteran status or any other protected category under federal, state and local law.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.