Coach On Demand

Position Summary

At Served with Honor, we believe every veteran and their family carries a story that deserves to be heard, honored, and supported. As a Coach On Demand, you will play a pivotal and compassionate role in bringing that belief to life by serving as a client-facing, on demand coach / consultant with strong sales expertise in positioning services / service plans to educate U.S. military veterans in navigating the confusing VA disability claims process. You will work with initial relationship holders, Care Support Partners, to be available in the moment to be a trusted advisor to U.S. military veterans by coaching, educating, and mentoring them through the confusing VA disability claim process, secure services /or service plans, and provide on-going coaching. In parallel, you will drive new sales through phone / text outreach to engage veterans who initiated interest and deliver coaching, education and mentoring as a subject matter to enroll in services / service plans and continue forward as the primary relationship holder. Our ideal candidates have strong sales skills, communications, and expertise in VA disability benefits; are highly motivated, self-starters with demonstrated experience in managing all aspects of the sales cycle from outreach to close / delivery with integrity, resourcefulness, and passion to make a difference for U.S. military veterans.

Essential Functions

• Serve as the primary relationship holder for new veterans and trusted point of contact either through Coach on Demand introduction and/or direct outreach (sales tactics)
• Conduct thorough intake assessments to identify individual needs, goals, and barriers to achieving increased disability benefits.
• Reviews and understands each Veteran’s specific disability and analyzes to determine best strategy based on conditions and/or medical evidence the veteran client(s) may qualify for to maximize disability benefits
• Conducts VA disability claims coaching/consulting/strategy/sales services for veteran clients to include evaluation of medical evidence needs, speed to submission and maximization of benefits
• Educate veterans in access / use of client portal to select services / service plans, build engagement through tasks and chat, demonstrate the benefits to support a personalized experience.
• Provides virtual support to the book of Veteran clients you source through daily email exchanges, phone calls, text messages, and video teleconference education-based coaching sessions
• Detailed management and documentation of all sales and delivery activities within Salesforce CRM including pipeline reporting, conversion rates, etc.
• Complies with all internal policies and all applicable state, local, and federal laws

• Communicate and collaborate cross-functionally with internal business lines and service teams to ensure seamless delivery.

• Actively participate in team meetings, case reviews, and initiatives aimed at improving the client's experience.

Knowledge, Skills, and Abilities

• Ability to build high-trust personal relationships with Veteran clients

• Proficient in Sales CRM systems, preferably Salesforce with a strong skillset in services based sales, sales funnel management and dynamic selling of cross-functional services

• Proven ability to build rapport, maintain trust, and follow through on commitments to those served.

• Strong Listening, Understanding, and empathy skills
• Strong organizational and time management skills

• Strong interpersonal and written communication skills with the ability to engage compassionately and effectively in a virtual setting.

• Must be a critical thinker with innovative problem-solving skills
• Strong presentation skills and experience with leading live Q&A sessions

• Excellent communication skills, both verbal and written, with the ability to convey complex information in a clear and understandable manner.

• Comfortable navigating digital tools, CRM systems, omnichannel platforms, and resource databases.

• Ability to learn new processes and adapt to changes.

• Superior problem solving and organizational skills.

• Team-oriented, adaptable, and energized by a mission-driven, fast-paced environment.

Required Qualifications

• Bachelor’s degree required in Communications, Healthcare Administration, or related field from an accredited institution.
• A minimum of 3-5 years of direct sales experience with services based sales ideally working in a the delivery of benefits to Veterans, and Veterans community

• Experience in remote care coordination, digital navigation, and case management.

• Demonstrated commitment to serving diverse populations with empathy, humility, and respect for cultural differences.

Preferred Qualifications

• Strong sales experience in a start-up environment with focus on services based sales

• Previous knowledge and experience navigating the VA disability benefits system

• Experience with VA benefit systems, navigation and services, healthcare and/or behavioral health services with public/private community service programs is a plus.

• Knowledge of employment services, workforce development, or veteran transition programs.

• Experience supporting military families or individuals transitioning from active duty.

Physical Demands

• This is a fully remote position. Candidates must have a secure, quiet workspace that ensures confidentiality and professionalism during client engagements.

• Must be able to sit and work at a computer for extended periods with access to a stable internet connection.