Family Service Advisor

SCI Shared Resources•Indianapolis, IN

12d

About The Position

The Family Service Advisor serves client families by arranging cemetery services at need 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 leads, build relationships with families and community organizations, understand families’ needs, present relevant solutions, and stay in touch to ensure satisfaction. The position also links services provided at need with aftercare and future family protection, working with funeral directors, location managers, and other funeral home and cemetery staff to deliver seamless service.

Requirements

High school diploma or equivalent.
1–2 years of college, or an equivalent combination of education and experience.
Current state or province-issued driver’s license with an acceptable driving record.
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 province law.
Ability to treat others with empathy and respect.
Knowledge of computers and some software.
Customer service skills.

Nice To Haves

1–2 years of customer service or sales industry experience is preferred.
Insurance license if required by state or province law and as prescribed by the relevant state board.

Responsibilities

Prospect for a minimum of 1–2 hours each day.
Obtain referrals from families served by the location.
Network and build community and civic relationships.
Explain and present offerings 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 show genuine concern to understand their unique needs and offer valuable solutions.
Stay in touch with families to ensure satisfaction.
Prepare for appointments and perform all procedures professionally and with attention to detail.
Follow through on customer problems and requests.
Build trust-based relationships and earn the right to ask for referrals.
Educate families about the benefits of pre-planning and offer protection to family members, relatives, and friends.
Represent a continuous link between at-need services, aftercare, and future services to protect families.
Collaborate with funeral directors, location managers, and other funeral home and cemetery staff to provide seamless, high-quality service.
Review previous services and contacts with families to prepare to support their current needs and potential sales.
Share family concerns with the rest of the team.