Family Services Specialist

Earth•Las Vegas, NV

3d•$60,000 - $60,000•Onsite

About The Position

As a Family Services Specialist, you will be the primary point of contact for families and provide exceptional support throughout their experience with Earth. Based on site at the Las Vegas facility, the role combines in-person relationship building with customer service by phone, email, and support ticket. You will typically lead about three in-person or virtual facility tours per day, explain Earth's process and pricing, and help families understand their arrangements, billing, contracts, and coverage. You will also host educational webinars for prepaid families, coordinate with insurance and travel protection partners, maintain accurate records, and complete account and contract reconciliations. This is a proactive, hands-on role on a small team where colleagues cover for one another. Success is measured by tour conversion and the accurate, timely completion of reconciliations. The position is full-time, salaried, and exempt, and requires consistent on-site availability in Las Vegas. Some days may run beyond standard hours, and occasional evening or weekend coverage is required.

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 remain warm and present while moving among tours, calls, and support tickets throughout the day.
Desire to become an expert on Earth's process, pricing, contracts, and partners.
Strong organizational abilities 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 Las Vegas area and consistently work on site.
Comfort with a salaried role that may require staying late to support a family or resolve an issue, and flexibility for occasional evening or weekend coverage.

Nice To Haves

Experience with HubSpot.
Front-facing experience such as crisis hotlines, retail, or restaurants.
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.
Ability to manage high-volume inbound communication while maintaining quality and empathy.
Multilingual skills; Spanish is particularly appreciated.

Responsibilities

Conduct about three virtual and in-person facility tours per day, educating families about Earth's process and answering their questions warmly and professionally.
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 help desk tickets and phone lines for teammates so families are not left waiting.
Coordinate with insurance and travel protection partners to resolve coverage questions and deliver seamless service.
Maintain accurate, current, and compliant contract records in company systems.
Complete account and contract reconciliations accurately and on schedule.
Identify and resolve potential account or contract issues proactively, taking ownership of open work.
Build relationships with prospective families, maintain trusted relationships with families after they sign, and remain a reliable resource.