Family Services Specialist (Auburn, WA)

Earth•Auburn, WA

2d•$60,000 - $60,000•Onsite

About The Position

Earth is an environmentally friendly, digital-first provider of soil transformation, an alternative to burial and cremation. The company transforms a body into nutrient-rich soil over 30–45 days; families receive a portion of the soil, and the rest is sent to conservation land acquired by Earth for restoration and protection. The Family Services Specialist is the primary point of contact for families throughout their experience with Earth. Based on site at the Auburn, Washington facility, this role combines in-person and virtual facility tours with customer support by phone, email, and support ticket. The specialist explains Earth’s process, pricing, contracts, billing, and partner coverage, and supports families with empathy and professionalism. This is a hands-on role on a small team where colleagues cover for one another. The specialist is expected to take ownership proactively, maintain accurate records and reconciliations, and sometimes stay late to see a family’s needs or an issue through. Occasional evening or weekend coverage is required. Success is measured by tour conversion and the accurate, timely completion of account and contract reconciliations.

Requirements

At least 5 years of professional experience, including at least 3 years in customer service, customer success, or family services.
Exceptional interpersonal skills and the ability to communicate compassionately and clearly with families during sensitive times.
Ability to stay energetic, warm, and present while moving between tours, calls, and tickets throughout the day.
Desire to become an expert on Earth’s process, pricing, contracts, and partners.
Strong organizational skills and attention to detail, especially when managing multiple cases and ensuring contract accuracy.
Proficiency with CRM systems and ticketing platforms.
Comfort presenting to groups in person and virtually and facilitating engaging webinars and tours.
Problem-solving ability in complex situations involving insurance, contracts, and partner coordination.
Must be based in or willing to relocate to the Seattle–Tacoma area and consistently work on site in Auburn, Washington.
Comfort with a salaried role that may require staying late; flexibility for occasional evening or weekend coverage is required.

Nice To Haves

Experience with HubSpot.
Prior experience in end-of-life care, funeral services, insurance coordination, or healthcare customer service.
Interest in environmental conservation and sustainable practices.
Experience working with insurance providers or travel protection programs.
Experience managing high-volume inbound communication while maintaining quality and empathy.
Multilingual skills; Spanish is particularly appreciated, and speakers of all languages are welcome.
Front-facing experience such as crisis hotlines, retail, or restaurants is relevant.

Responsibilities

Conduct about three virtual and in-person facility tours per day, explaining Earth’s process and distinguishing features and answering families’ questions.
Host and facilitate webinars that educate and support prepaid families.
Answer incoming calls about prepaid arrangements, providing empathetic support and clear guidance, including de-escalating billing questions and misunderstandings.
Manage support tickets, documenting, tracking, and resolving family concerns in a timely manner.
Cover teammates’ help desk tickets and phone lines so families receive timely support.
Coordinate with insurance and travel protection partners on benefits and coverage questions.
Maintain accurate, current, and compliant contract records in company systems.
Complete account and contract reconciliations accurately and on schedule.
Proactively identify and resolve potential account or contract issues, taking ownership of open work.
Build relationships with prospective families and continue supporting families after they sign.