Family Service Advisor

SCI Shared Resources•Rochester, PA

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. The advisor generates leads, develops relationships with families and community members, and helps families understand pre-planning options. The role also coordinates with funeral directors, location managers, and other funeral home and cemetery staff to provide seamless service from at-need arrangements through aftercare and future planning.

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.
Insurance license if required by state or province law and prescribed by the relevant state board.
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.
Ability to work flexible hours, including up to 12 hours in a day at times.
Ability to treat others with empathy and respect.
Computer and some software knowledge.
Customer service skills.

Nice To Haves

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

Responsibilities

Prospect for leads for at least 1–2 hours each day.
Obtain referrals from families served by the location.
Network and build community and civic relationships.
Explain and present arrangements to families served and referred families.
Maintain and track activity levels to ensure productivity.
Respond to client inquiries promptly, respectfully, sensitively, and professionally.
Listen and communicate honestly to understand each family’s needs and offer suitable 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 seek referrals to help protect families through pre-planning education.
Provide continuity from at-need services through aftercare and future family protection services.
Collaborate with funeral directors, location managers, and other funeral home and cemetery staff to provide high-quality service.
Review prior services and family contacts to prepare for current needs or sales.
Share family concerns with the rest of the team.