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

Job description

***This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.*** Our client is a fast-growing digital healthcare company that helps individuals access affordable telehealth services and prescription treatments through a seamless online experience. By combining technology, licensed medical professionals, and personalized customer support, the company helps guide customers throughout their wellness journey while maintaining a strong focus on customer experience and responsible communication. ## Role Overview 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. This role is ideal for someone who combines strong sales instincts with exceptional written communication, empathy, emotional intelligence, and the ability to manage multiple customer conversations simultaneously without relying on aggressive sales tactics. ## Location **Fully Remote | 7:00 AM - 4:00 PM PST** ## Key Responsibilities ### Written Sales & Customer Engagement - 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. ### Lead Nurturing & Conversion - 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. ### Compliance & Customer Information - 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. ### CRM & Customer Documentation - 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. ### Team Collaboration & Performance Improvement - 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. ## Qualifications ### Experience - 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. ### Skills - 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. ## What Success Looks Like - Qualified written conversations consistently convert into completed sales. - Warm prospects and incomplete registrations receive timely and effective follow-up. - Response times remain fast and consistent across SMS, email, and live chat. - Customers receive an empathetic, authentic, and consultative experience throughout the purchasing process. - Objections are handled effectively while maintaining customer trust. - Multiple conversations are managed efficiently without sacrificing communication quality. - Customer interactions and sales activities are accurately documented within the CRM. - Customer information is protected and compliance procedures are consistently followed. - Coaching and performance feedback lead to continuous improvements in communication and conversion results. ## Opportunity This role offers the opportunity to combine consultative sales with customer engagement in a growing digital healthcare environment. As the **Sales & Customer Engagement Specialist**, you will directly influence the customer journey by helping interested prospects understand the purchasing process, overcome concerns, and confidently move toward enrollment. For someone who excels at written communication, relationship-building, and converting warm leads through thoughtful customer conversations, this role provides the opportunity to make a measurable impact on both customer experience and business growth. ### **Application Process:** ### To be considered for this role these steps need to be followed: - Fill in the application form - Record a video showcasing your skill sets