Family Service Advisor

Service Corporation International•Peoria, IL

1d•Onsite

About The Position

Accountable for serving client families by making at need cemetery arrangements and selling pre-need arrangements. The Family Service Counselor serves families by providing exemplary personalized service and plays an essential role in generating revenue for the cemetery as well as acting as the primary contact for families. Holds self-accountable for prospecting a minimum of 1-2 hours each day Obtains referrals from families served by the location Networks and builds community and civic relationships Explains and presents presentations to families served and referred families Maintains and tracks activity levels to ensure productivity Build Relationships with Families Responds to client inquiries in a timely, respectful, sensitive and professional manner Connects with families through listening, honest communication and genuine concern Develops an understanding of each family’s unique needs and offers solutions that provide value to them Stays in touch with families to ensure satisfaction Prepares for all appointments and performs all procedures with professionalism and attention to detail Follows through on all customer problems and requests Builds trust-based relationships to earn the right to ask for referrals Earns the right to gain referrals to offer protection to protect family members, and the family’s relatives and friends, by educating them on the benefits of pre-planning Teamwork Represents a continuous link from services provided at need, through aftercare, to providing services to protect families in the future Collaborates and teams with funeral directors, location managers, and other members of funeral home and or cemetery staff, to provide seamless, high quality service Thoroughly and completely reviews previous services and contacts with families to prepare to support current needs and or sales Shares family concerns with rest of the SCI team

Requirements

High school diploma or equivalent
1-2 years of college or an equivalent of education and experience
1-2 years of customer service or sales industry experience preferred
Ability to pass the Company’s internal presentation certification within thirty days of hire
Ability to work a number of evenings and or weekends every month
Ability to drive frequently
Ability to obtain and maintain an insurance license if required by state/province
Flexible hours but, at times must have the ability to work 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

Current state/province issued driver’s license with an acceptable driving record
Insurance license if required by state/province law and as prescribed by each state board

Responsibilities

Making at need cemetery arrangements
Selling pre-need arrangements
Prospecting a minimum of 1-2 hours each day
Obtaining referrals from families served by the location
Networking and building community and civic relationships
Explaining and presenting presentations to families served and referred families
Maintaining and tracking activity levels to ensure productivity
Responding to client inquiries in a timely, respectful, sensitive and professional manner
Connecting with families through listening, honest communication and genuine concern
Developing an understanding of each family’s unique needs and offering solutions that provide value
Staying in touch with families to ensure satisfaction
Preparing for all appointments and performing all procedures with professionalism and attention to detail
Following through on all customer problems and requests
Building trust-based relationships to earn the right to ask for referrals
Collaborating and teaming with funeral directors, location managers, and other staff to provide seamless, high quality service
Thoroughly and completely reviewing previous services and contacts with families to prepare to support current needs and or sales
Sharing family concerns with the rest of the SCI team