Sales & Customer Engagement Specialist (SMS, Email & Live Chat)

The Sales & Customer Engagement Specialist will be responsible for engaging prospective customers through SMS, email, and live chat and helping them confidently move through the enrollment and purchasing process. This is a consultative, written-sales role focused on warm prospects who have already expressed interest in the company's services. The Sales & Customer Engagement Specialist will build trust, answer non-clinical questions, overcome objections, follow up with incomplete registrations or purchases, and guide qualified customers toward conversion.

Responsibilities

Manage inbound and follow-up sales conversations across SMS, email, and live chat; Engage prospective customers who have previously expressed interest in the company's services; Follow up with abandoned registrations and incomplete purchases to encourage customers to complete enrollment; Build rapport and establish trust through personalized written communication; Answer customer questions regarding pricing, enrollment, promotions, timelines, and the purchasing process; Identify buying signals and confidently guide qualified prospects toward completing their purchase; Address questions, concerns, and objections using an empathetic and consultative sales approach; Share approved promotions, testimonials, and resources to help prospective customers make informed purchasing decisions; Manage multiple customer conversations simultaneously while maintaining timely and thoughtful responses; Provide a consistent and professional customer experience throughout the sales process; Nurture warm prospects throughout the decision-making process; Maintain consistent follow-up with customers who have not completed enrollment or purchasing; Identify potential barriers to conversion and address non-clinical concerns appropriately; Use customer context and previous interactions to personalize follow-up communications; Balance customer support and sales objectives while maintaining an authentic, consultative approach; Continuously improve written sales techniques based on coaching, performance results, and customer responses; Protect confidential customer information and follow HIPAA requirements; Maintain appropriate boundaries between sales support and clinical guidance; Escalate medical or clinical questions to licensed healthcare professionals according to established procedures; Follow company communication, documentation, and customer information-handling guidelines; Ensure customer communications remain accurate and within approved company standards; Accurately document customer interactions and sales activities within the CRM; Maintain organized records of conversations, follow-ups, and customer status; Keep customer information and next steps accurate and up to date; Track follow-up activity to ensure prospective customers receive timely communication; Maintain strong CRM data integrity across customer interactions; Collaborate with phone representatives and internal teams when customer escalations or additional support are required; Participate in ongoing coaching, quality assurance reviews, and product training; Apply feedback to improve communication quality and conversion performance; Develop a strong understanding of products, promotions, processes, and approved customer-facing information; Monitor individual performance and continuously improve sales and engagement techniques

Requirements

2+ years of experience in inside sales, customer engagement, chat sales, SMS sales, customer success, or a similar customer-facing role; proven experience converting warm leads into customers through written communication; experience nurturing prospective customers throughout a sales process; experience handling customer objections and helping prospects move toward a purchasing decision; experience working with CRM platforms; exceptional written communication with strong grammar, spelling, clarity, and professionalism; strong consultative sales and objection-handling abilities; ability to recognize buying signals and confidently guide customers toward conversion; strong emotional intelligence and ability to understand customer concerns; ability to establish trust and rapport through written conversations; strong follow-up and lead-nurturing skills; ability to manage multiple SMS, email, and live chat conversations simultaneously; strong attention to detail and organizational skills; experience using CRM or customer engagement platforms such as GoHighLevel, HubSpot, Salesforce, Zendesk, Intercom, or similar systems; ability to accurately document customer conversations and follow-up activities; ability to quickly learn new products, systems, workflows, and communication guidelines; understanding of the importance of protecting confidential customer information and following established compliance procedures

Nice to have

Experience supporting multiple customer conversations simultaneously is strongly preferred; Experience within healthcare, telehealth, wellness, or another customer-focused digital business is a plus