Family Service Counselor

Service Corporation International•Williamsville, NY

8d•Onsite

About The Position

The Family Service Counselor serves client families by making at-need cemetery arrangements and selling pre-need arrangements. The role provides exemplary, personalized service, generates revenue for the cemetery, and serves as a primary contact for families. The counselor develops relationships with families, explains and presents arrangements, follows up to ensure satisfaction, and works with funeral directors, location managers, and other funeral home or cemetery staff to provide seamless service.

Requirements

High school diploma or equivalent.
One to two 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 obtain and maintain an insurance license if required by state or provincial law.
Ability to work some evenings and weekends each month.
Ability to drive frequently.
Flexible availability, including the ability to work up to 12 hours in a day at times.
Ability to treat others with empathy and respect.
Knowledge of computers and some software.
Customer service skills.

Nice To Haves

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

Responsibilities

Prospect for 1–2 hours each day and maintain and track activity levels to ensure productivity.
Obtain referrals from families served by the location and build community and civic relationships.
Explain and present arrangements to families served and referred families.
Respond to client inquiries promptly, respectfully, sensitively, and professionally.
Listen to families, communicate honestly, understand their needs, and offer solutions that provide value.
Stay in touch with families to ensure satisfaction and follow through on customer problems and requests.
Prepare for appointments and perform procedures professionally and with attention to detail.
Build trust-based relationships and earn referrals by educating families about the benefits of pre-planning.
Represent a continuous link from at-need services through aftercare and future family protection services.
Collaborate with funeral directors, location managers, and funeral home or cemetery staff to provide high-quality, seamless service.
Review prior services and family contacts to prepare for current needs or sales.
Share family concerns with the rest of the SCI team.