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

Job description

About this role

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.

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