Sr Client Engagement Specialist - Bilingual Chinese

Forest Lawn Mortuary•Glendale, AZ

3d•Hybrid

About The Position

Forest Lawn has always attracted unique and exceptional individuals; those who aren’t satisfied with simply building a career, but want to go home at the end of the day knowing they’ve made a profound and positive difference in people’s lives. The Information Office, centrally located at our Glendale location, is operated by a highly efficient, friendly and knowledgeable staff that is available 24 hours a day, 7 days a week to conveniently serve and direct our families’ needs. The Client Engagement Specialist will use a multi-channel communication system to provide information and secure appointments for Advance Planning from client families who are responding to a Marketing promotion such as ad generated leads. This position offers a wonderful opportunity to learn how all of Forest Lawn’s departments operate and gain valuable experience in a fast-paced professional and service-oriented environment that can advance into a meaningful career.

Requirements

Bilingual in Chinese-Read and Write
Minimum of 1-2 years’ experience within a Inbound/Outbound call center.
Must type at least 45 wpm.
PC Literate; have basic knowledge of Word and Excel.
Must be flexible with work schedule to provide coverage for all shifts.
Previous experience working in a high volume and customer service oriented environment.
Ability to build and maintain rapport with client families through various communications channels such as telephone, social media and email.
High school diploma or general education degree (GED).
Ability to work both independently and efficiently in-office and remotely (Hybrid) as well as part of a team.
Must be able to work weekends and holidays.

Nice To Haves

Minimum 2 years of experience with inside sales.
Previous experience with outbound warm lead calling, inside sales, telemarketing, and/or salesforce.

Responsibilities

Educate and Empower client Families on the value of Preplanning.
Interact with families over multichannel phone, email, chat and social media with potential client families and communicates effectively to determine their pre-planning needs.
Deliver prompt, accurate, courteous customer service to client families over multichannel systems via phone, chat, email and social media channels.
Work with manager to consistently achieve appointment setting goals.
Utilize and monitor social media leads to achieve appointment setting goals.
Work with CRM system to track incoming calls related to Advance Planning as well as general inquiries
Answer families’ basic questions relating to funeral arrangements, packages, services and property.
Actively listen, ask probing questions, understand concerns and overcome objections to provide guidance and direction potential client families.
Direct and transfers callers to other departments as requested.
Gather client families’ information and routes qualified opportunities to secure appointment for Planning Advisor.
Stay up-to-date on product and service knowledge to answer client families' questions accurately.
Consistently follow up on warm leads to create appointment opportunities for Planning Advisors.