Family Service Advisor

SCI Shared Resources•Pensacola, FL

About The Position

The Family Service Advisor serves client families by making at-need cemetery arrangements and selling pre-need arrangements. The role provides personalized service, generates revenue for the cemetery, and acts as a primary contact for families. Advisors prospect for leads, build community and civic relationships, present options to families, and maintain activity levels. They listen to families, understand their needs, recommend solutions, prepare for appointments, follow up on requests and concerns, and build trust-based relationships that can lead to referrals. The role also connects families with future planning and protection options. The advisor works closely with funeral directors, location managers, and other funeral home or cemetery staff to provide seamless service. They review prior services and family contacts to support current needs and share family concerns with the team. The position is based in Pensacola, Florida, and requires frequent driving, flexible hours, and some evening and weekend work. The role may require obtaining and maintaining an insurance license, depending on state or provincial law.

Requirements

High school diploma or equivalent.
1–2 years of college or an equivalent combination of education and experience.
Current state- or province-issued driver’s license with an acceptable driving record.
Ability to pass the company’s internal presentation certification within 30 days of hire.
Ability to work some evenings and/or weekends each month.
Ability to drive frequently.
Ability to obtain and maintain an insurance license if required by state or provincial law.
Ability to work flexible hours and, at times, up to 12 hours in a day.
Ability to treat others with empathy and respect.
Computer knowledge, including familiarity with some software.

Nice To Haves

1–2 years of customer service or sales industry experience.

Responsibilities

Prospect for leads for at least 1–2 hours each day.
Obtain referrals from families served by the location.
Network and build community and civic relationships.
Explain and present options to families served and referred families.
Track activity levels and maintain productivity.
Respond to client inquiries in a timely, respectful, sensitive, and professional manner.
Listen to families, communicate honestly, and understand each family’s needs to offer suitable solutions.
Stay in touch with families to ensure satisfaction.
Prepare for appointments and perform procedures professionally and with attention to detail.
Follow through on customer problems and requests.
Build trust-based relationships and seek referrals.
Educate families about pre-planning and protection options for family members, relatives, and friends.
Connect services provided at need through aftercare with future services that protect families.
Collaborate with funeral directors, location managers, and other funeral home or cemetery staff to provide seamless, high-quality service.
Review previous services and contacts with families to prepare for current needs or sales.
Share family concerns with the rest of the team.