Family Service Manager

Forest Lawn Cemetery & Mausoleum • Houston, TX

8h • Hybrid

About The Position

This position will be responsible for supervising/training Family Service Counselors with establishing a professional relationship with the client families to ensure all needs are met and all options pertaining to interment verifications, blind checks and memorials exceeds the families’ expectations.

Requirements

• Bachelor’s degree or equivalent combination of education and experience strongly preferred.
• Certified in all processes and procedures as it relates to the family service guidebook, interment verification, blind check (I.R.L.A., IOA, etc.)
• Proven track record of success in outside sales production strongly preferred.
• May require the possession (or ability to obtain) an insurance license as required by applicable state law.
• Valid state issued driver’s license in good standing and acceptable driving record.
• Able to read, write and speak English fluently.
• Demonstrated willingness to participate in growing market share through community involvement.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Access and PowerPoint) preferred
• Tactful and professional when dealing with complaints or dissatisfaction with services or merchandise.
• Maintains a positive attitude and working environment through organization and communication.
• Ability to simultaneously handle multiple projects, prioritizes tasks, and exercise good judgment.

Nice To Haves

• Bilingual is a plus.

Responsibilities

• Performs duties in a professional and caring manner with personal appearance, honesty, integrity and ethical business acumen.
• Provides tours and guides families to the cemetery lot location.
• Builds relationships, ensures excellent service and develops potential referrals while attending services and visitations for client families; schedules and conducts aftercare appointments to ensure client family satisfaction and obtain referrals.
• Ensures compliance within state and industry regulations and in accordance with company policies and procedures by accurately completing required documents, insuring proper interment verification process and conducting random audits.
• Maintains strict adherence to pricing structures, meeting required timelines by submitting all contracts, required documents and payments to the Business Office.
• Reports to the Sales Manager all progress, completes and submits all required reports timely.
• Follows up with Counselors that memorial renderings, processes and timelines are met.
• Actively pursues the development of new prospects and community-based contacts by conducting presentations that highlight merchandise, services and the benefits of pre-need arranging at business locations, client family homes and public community events.
• Sustains positive communication and cooperation with all funeral homes, departments and team members to ensure a service that exceeds the family expectations.
• Consistently meets or exceeds company standards in revenue generation to maintain employment and benefits eligibility status.
• Protects confidentiality of company and client family information, including but not limited to sales and marketing programs, materials, names and addresses of client families and any additional related information.
• Participates in all required specific location and company training initiatives.
• Conveys facts and information clearly in written or spoken communications in a timely manner to the Counselors i.e. charts, logs.
• Supports the co-workers with coaching, training, mentoring, transparency, accountability and prioritization.
• Ensures co-workers are aware of the Park Lawn Mission Statement, Handbook and Safety procedures.
• Works productively with minimal supervision; achieve work objectives in a timely manner.
• Responds positively and productively to new initiatives or changes in priorities.
• Performs other duties as assigned.

Benefits

• Financial assistance programs encouraging employees through education and development in industry related subjects.
• Robust Health and Welfare Plans, and savings account options, designed to support your personal needs, enhance well-being and help navigate life’s challenges.
• Rich 401k and Roth Retirement Plan options available for both Full Time and Part Time employees along with a Company Match.
• Variety of Vacation, Personal Days and Sick Days based on your role emphasizing the importance of physical and emotional replenishment for our team.
• Employee Discounts on services, merchandise, and property to help our team members in their time of need.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager