Family Service Advisor

Service Corporation International•Indianapolis, IN

10d

About The Position

The Family Service Advisor serves client families by making at-need cemetery arrangements and selling pre-need arrangements. The role provides exemplary, personalized service, generates revenue for the cemetery, and acts as a primary contact for families. The advisor supports families from at-need services through aftercare and helps them consider pre-planning options.

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.
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 and familiarity with some software.
Customer service skills.

Nice To Haves

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

Responsibilities

Prospect for 1–2 hours each day and maintain and track activity levels to support productivity.
Obtain referrals from families served by the location and build community and civic relationships.
Explain and present services and arrangements to families and referred families.
Respond to client inquiries in a timely, respectful, sensitive, and professional manner.
Listen to families, communicate honestly, understand their individual needs, and offer valuable solutions.
Stay in touch with families to ensure satisfaction and follow through on problems and requests.
Prepare for appointments and perform procedures professionally and with attention to detail.
Build trust-based relationships and seek referrals to educate families about the benefits of pre-planning.
Provide continuity from at-need services through 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 prior services and family contacts to prepare for current needs and potential sales.
Share family concerns with the rest of the SCI team.