Family Service Advisor

Service Corporation International•Peoria, IL

About The Position

The Family Service Advisor serves client families by arranging cemetery services at need and selling pre-need arrangements. The role provides personalized service, generates revenue for the cemetery, and serves as a primary contact for families. The advisor prospects for new opportunities, obtains referrals, builds community relationships, and presents options to families. They listen to families’ concerns, understand their needs, recommend appropriate solutions, stay in touch to ensure satisfaction, and follow through on requests. The role also works closely with funeral directors, location managers, and other funeral home or cemetery staff to provide coordinated service and support families’ current and future needs.

Requirements

High school diploma or equivalent.
One to two years of college, or equivalent education and experience.
Current state- or province-issued driver’s license with an acceptable driving record.
Must 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.
Flexible hours, including the ability at times to work up to 12 hours in a day.
Ability to treat others with empathy and respect.
Computer and some software knowledge.
Customer service skills.

Nice To Haves

One to two years of customer service or sales industry experience.

Responsibilities

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