Family Service Advisor

Service Corporation International•Rockville, MD

4d•$50,000 - $100,000

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 helps families understand their options, supports them through current needs, and educates them about pre-planning and future protection. The position involves prospecting, generating referrals, building community relationships, presenting options to families, and tracking activity. Advisors respond to inquiries with sensitivity and professionalism, learn each family’s needs, prepare carefully for appointments, follow through on requests, and maintain relationships to support satisfaction and referrals. The role also collaborates with funeral directors, location managers, and funeral home or cemetery staff to deliver seamless service and share family concerns. The position requires a high school diploma or equivalent and 1–2 years of college or equivalent education and experience. Customer service or sales experience is preferred. A current state or province driver’s license with an acceptable driving record is required; an insurance license may be required depending on applicable law. The advisor must pass the company’s internal presentation certification within 30 days of hire and be able to drive frequently. The schedule is flexible, but includes some evenings and/or weekends each month and may require working up to 12 hours in a day. Target compensation is $50,000–$100,000 annually in the first year, with a commission-based incentive structure and a minimum pay rate of $15.00 per hour for all hours worked. Compensation varies based on individual performance, geographic location, and business conditions. Sales professionals commonly earn $100,000–$150,000 or more annually in subsequent years.

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.
Ability to pass the company’s internal presentation certification within 30 days of hire.
Ability to drive frequently.
Ability to obtain and maintain an insurance license if required by state or province.
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 at least 1–2 hours each day and hold oneself accountable for lead generation.
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.
Maintain and track activity levels to ensure productivity.
Respond to client inquiries in a timely, respectful, sensitive, and professional manner.
Listen to families, communicate honestly, and demonstrate genuine concern.
Understand each family’s unique needs and offer valuable 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 earn the right to request referrals.
Educate families about the benefits of pre-planning and offer protection to family members, relatives, and friends.
Maintain continuity from at-need services through aftercare and future family services.
Collaborate with funeral directors, location managers, and funeral home or cemetery staff to provide seamless, high-quality service.
Review previous services and family contacts thoroughly to prepare for current needs and sales.
Share family concerns with the SCI team.