Family Service Advisor

SCI Shared Resources•Orlando, 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, serves as a primary contact for families, and contributes to cemetery revenue. Advisors prospect for potential clients, build community relationships, present options to families, and maintain contact to support satisfaction and referrals. They collaborate with funeral directors, location managers, and other funeral home or cemetery staff to provide seamless service from at-need arrangements through aftercare and future planning.

Requirements

High school diploma or equivalent.
One to two 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.
Knowledge of computers and some software.
Customer service skills.

Nice To Haves

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

Responsibilities

Prospect for leads for a minimum of 1–2 hours each day and track activity levels to ensure productivity.
Obtain referrals from families served by the location and build community and civic relationships.
Explain and present arrangements to families served and referred families.
Respond to client inquiries promptly and with respect, sensitivity, and professionalism.
Listen to families, understand their unique needs, and offer solutions that provide value.
Stay in touch with families to ensure satisfaction and follow through on their problems and requests.
Prepare for appointments and perform procedures professionally and with attention to detail.
Build trust-based relationships and seek referrals by educating families about the benefits of pre-planning.
Represent a continuous link between at-need services, aftercare, and future family protection services.
Collaborate with funeral directors, location managers, and funeral home or cemetery staff to provide seamless, high-quality service.
Review previous services and contacts with families to prepare to support their current needs and sales.
Share family concerns with the rest of the SCI team.