Family Service Counselor Lead

Warren Funeral Home • Gurnee, IL

3d

About The Position

The Family Service Counselor Lead is a working sales team leader responsible for meeting individual sales and revenue goals while providing day-to-day mentoring and coaching to Family Service Counselors. The role serves as a subject matter expert and resource for the team, helping ensure service standards, compliance requirements, and sales objectives are consistently achieved. The position combines family-facing sales and service responsibilities with team guidance, training, workflow support, and operational quality reviews. Work is generally performed in indoor and outdoor settings, with primarily local travel during the business day and up to 10 percent out-of-area and overnight travel potentially required.

Requirements

• High school diploma or GED.
• At least three years of successful sales experience in cemetery, funeral, preneed, insurance, financial services, or another consultative sales environment.
• At least two years of experience coaching, mentoring, training, leading workgroups, or serving in a lead role.
• Demonstrated record of consistently meeting or exceeding sales and revenue goals.
• May need to possess or obtain an insurance license as required by applicable state law.
• Valid state-issued driver’s license in good standing and an acceptable driving record.
• Fluent in English, including reading, writing, and speaking.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, Word, Access, and PowerPoint.
• Ability to train and develop sales professionals to achieve production goals.
• Knowledge of cemetery operations, memorialization processes, interment verification procedures, and industry compliance requirements.
• Ability to communicate with empathy, professionalism, and sensitivity; strong presentation and interpersonal communication skills.
• Ability to build trust and long-term client relationships, exercise sound judgment, and maintain confidentiality.
• Commitment to ethical selling practices and regulatory compliance.
• Ability to work independently and contribute to team goals, including in a fast-paced, growth-oriented organization.
• Professional and courteous conduct in accordance with employer requirements, and willingness to support market-share growth through community involvement.
• Tact and professionalism when handling complaints or dissatisfaction with services or merchandise.
• Ability to stay organized, communicate effectively, manage deadlines, handle multiple assignments, and prioritize work.
• Ability to communicate verbally and in writing across organizational levels, internally and externally.
• Aptitude for understanding system-based processing and controls, with strong analytical skills and attention to detail.
• Ability to work in indoor and outdoor settings, with possible exposure to inclement weather, extreme temperatures, uneven ground, dust, gas, fumes, chemicals, and blood-borne pathogens.
• Ability to climb, sit, stand, bend, kneel, and frequently lift up to 25 pounds; the role may also require reaching, pushing, and pulling.
• Ability to travel up to 10 percent out of area and overnight; travel is primarily local during the business day.

Nice To Haves

• Associate’s degree in Business, Marketing, Communications, Management, Human Services, or a related field.
• Bachelor’s degree in Business Administration, Marketing, Communications, Management, Human Services, or a related field.
• Five or more years of successful cemetery, funeral, or preneed sales experience.
• Previous experience as a team lead, field trainer, mentor, sales coach, or supervisor.
• Experience conducting presentations, community outreach, referral development, and business development activities.
• Cemetery, funeral, memorialization, or deathcare industry experience.
• A proven track record of success in outside sales production.
• Bilingual ability.

Responsibilities

• Conduct pre-need and at-need arrangement conferences with families and build professional, compassionate relationships with client families.
• Develop prospects through networking, community involvement, presentations, events, and business development activities.
• Attend services, visitations, and family meetings to support clients and team members.
• Provide outstanding customer service and follow-through, conduct aftercare and follow-up contacts, and generate referrals.
• Meet or exceed individual sales, production, and revenue goals established by the Company.
• Maintain accurate records, reports, logs, and documentation; follow pricing structures, contract requirements, and company sales processes.
• Complete and submit contracts, paperwork, and payments within established timelines.
• Follow up on memorial renderings, blind checks, interment verifications, and operational processes to ensure they are completed accurately and on time.
• Conduct quality reviews and operational audits to support compliance with company policies and regulatory requirements.
• Provide timely updates and reports to the Sales Director and/or General Manager.
• Participate in required company training programs and meetings, and maintain confidentiality of company and client information.
• Assist management with staffing and coverage for appointments, services, and events, and monitor workflow to ensure family needs are addressed promptly and professionally.
• Provide day-to-day leadership, guidance, and support to Family Service Counselors.
• Assist with onboarding and training new Counselors on company processes, products, sales techniques, compliance requirements, and customer service standards.
• Coach Counselors to improve sales effectiveness, customer experience, productivity, and operational performance.
• Serve as a resource for Counselors on customer concerns, sales situations, company procedures, and operational questions.
• Promote teamwork, accountability, professionalism, service excellence, and a positive work environment.
• Communicate operational updates, procedural changes, and organizational initiatives to the Family Service team.
• Perform other duties as assigned.

Benefits

• Financial assistance programs supporting education and development in industry-related subjects.
• Health and welfare plans and savings account options.
• 401(k) and Roth retirement plan options with a company match for full-time and part-time employees.
• Vacation, personal days, and sick days based on role.
• Employee discounts on services, merchandise, and property.
• Eligibility for base hourly pay, commissions, and incentive potential based on performance goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED