Lead Intake Specialist
About The Position
Bonney Watson is seeking a Lead Intake Specialist to be the first voice families hear during emotional and significant life decisions. This role is crucial for providing calm, helpful guidance and identifying caller needs to direct them to the appropriate next step, such as an appointment with a Funeral Director or arrangement conference. It is a performance-based intake and appointment-setting position, not a basic receptionist role, requiring warmth, steadiness, organization, and phone confidence. While funeral industry experience is helpful, it is not required; the company will provide industry-specific training. Success is measured by appointment capture rate, call quality, documentation accuracy, and professionalism.
Requirements
- Strong phone communication skills
- Ability to remain calm and professional in emotional situations
- Comfortable using basic computer systems and scheduling tools
- Strong attention to detail
- Reliable attendance and punctuality
- Ability to document calls and appointment information accurately
- Willingness to be coached and participate in call review
- Ability to work as part of a team
- Professional appearance and communication style
Nice To Haves
- Funeral home or cemetery experience
- Experience in appointment setting
- Experience in inside sales
- Experience in customer service
- Experience in healthcare intake
- Experience in senior living
- Experience in hospice or caregiving support
- Experience in insurance or financial services
- Experience in high-volume phone support
- Experience in hospitality
- Experience in real estate or property management
- Experience in call center work with a service or sales focus
Responsibilities
- Answer inbound family calls with professionalism, care, and confidence.
- Listen carefully to understand the family's needs.
- Identify the nature of the call (at-need, pre-need, cemetery, funeral, cremation, etc.).
- Ask thoughtful questions without overwhelming the family.
- Provide general guidance and approved price-range information.
- Help families understand the benefit of meeting with a Bonney Watson professional.
- Schedule appointments with appropriate team members.
- Complete warm handoffs when necessary.
- Accurately document calls, appointments, and outcomes.
- Adhere to Bonney Watson call standards and participate in training and coaching.
- Maintain a high level of professionalism, compassion, and accountability.
Benefits
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
