Family Service Advisor

SCI Shared Resources•Peoria, IL

11h

About The Position

The Family Service Advisor serves client families by arranging at-need cemetery services and selling pre-need arrangements. The role provides personalized service, acts as a primary contact for families, and contributes to cemetery revenue. Advisors generate leads through prospecting, referrals, and community relationships; explain and present arrangements to families; and maintain activity levels to support productivity. The advisor responds to inquiries respectfully and promptly, listens to families to understand their individual needs, offers suitable solutions, and follows up to ensure satisfaction. The role requires preparing for appointments, handling requests and problems professionally, building trust-based relationships, and educating families about pre-planning and protection options. The advisor maintains continuity from at-need services through aftercare and future planning. They work with funeral directors, location managers, and funeral home or cemetery staff to provide coordinated service, review prior family interactions, and share family concerns with the team.

Requirements

High school diploma or equivalent.
1–2 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 work some evenings and/or weekends each month.
Ability to drive frequently.
Ability to obtain and maintain an insurance license if required by state/province 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, including some software.
Customer service skills.

Nice To Haves

1–2 years of customer service or sales industry experience.

Responsibilities

Prospect for leads for at least 1–2 hours each day.
Obtain referrals from families served by the location.
Build community and civic relationships.
Explain and present arrangements to families served and referred families.
Track activity levels to support productivity.
Respond to client inquiries in a timely, respectful, sensitive, and professional manner.
Listen to families, communicate honestly, and understand their individual needs.
Offer solutions that provide value to families and follow up 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 opportunity to request referrals.
Educate families about pre-planning and protection options for 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 coordinated service.
Review previous services and family contacts to prepare for current needs or sales.
Share family concerns with the SCI team.