Sales Professional - Inside Sales

SCI Shared Resources•Apple Valley, CA

About The Position

The Sales Professional provides customer service to the Hispana community and serves as the primary contact for families. The role sells at-need cemetery property and products, as well as pre-need funeral and cemetery arrangements, and generates revenue by offering customized goods to walk-in customers and warm leads. It requires compassion and a willingness to work in the death industry. The Sales Professional listens to families to understand their individual needs, culture, and concerns; presents available services, products, and property options; guides customers through selections and electronic contracts; obtains supporting authorization documents and signatures; and discusses payment options or obtains life insurance policies. The role follows up with families as arrangements progress and works with funeral and cemetery teams to provide seamless service. The position also supports families and guests at visitations, services, and receptions, identifies potential pre-need customers, and contacts warm leads to schedule appointments. It maintains leads in Salesforce.com, monitors progress toward a 4-to-1 close rate, and uses online training tools to build knowledge and improve presentations. Work follows established procedures and policies, with non-routine issues escalated for assistance.

Requirements

High school diploma or GED.
At least 1 year of customer service or direct sales work experience.
Current state-issued driver's license and an acceptable driving record to operate company-owned vehicles.
Life insurance license when required by the state regulatory board.
Bilingual in Spanish and English.
Computer skills and professional verbal communication skills.
Willingness to work in the death industry.
Positive attitude, self-motivation, and drive to continually advance understanding of the industry and business.
Ability to build professional, trusting business relationships.
Cognitive ability to reason, plan, identify problems, comprehend ideas, learn quickly, learn from experience, and apply learning to new situations.
Process- and results-oriented approach, including the ability to identify obstacles and keep projects moving.
Ability to comply with company policies, including punctuality and attendance requirements and workplace safety expectations, and to project a favorable company image.
Availability to work nights, weekends, and overtime.
Ability to pass the company's internal presentation certification within 30 days of employment.

Nice To Haves

College coursework at the sophomore level.
In lieu of college coursework, an additional two years of directly related experience in business administration, sales, or marketing may be considered.

Responsibilities

Build rapport with families by listening, communicating honestly, and understanding their needs, culture, and concerns.
Present services, products, and property options using electronic presentations.
Drive a company vehicle to show customers available cemetery plots or columbarium niches.
Answer customer questions and help them make selections.
Enter selections into electronic contracts, obtain documents verifying customer authorization, review selections, and obtain signatures.
Obtain life insurance policies or payments, or discuss payment options.
Follow up with families as arrangements progress, address changes or issues, and resolve concerns.
Collaborate with funeral and cemetery teams to provide high-quality service.
Take initiative to resolve customer concerns in coordination with team members or management, obtain authorizations, and follow up in person, by phone, or by email.
Greet and escort immediate family members and attend visitations, services, and receptions to answer questions and resolve issues.
Identify warm leads among families and guests interested in pre-need arrangements.
Review warm leads for potential customers, approximately 25% of the workweek.
Call warm leads to make initial contact, understand their needs, and schedule formal appointments.
Provide prospective customers with industry marketing materials.
Confirm appointments at least 24 hours in advance and reschedule as needed.
Prepare for appointments based on customers' previously disclosed needs.
Maintain leads in the Salesforce.com database and monitor progress toward a 4-to-1 close rate.
Use online training tools to develop knowledge and skills and rehearse presentations.
Follow established procedures and comply with regulations and policies; escalate non-routine issues for assistance.
Discuss assignments, expectations, priorities, and deadlines with the manager, and seek guidance and coaching.
Ensure compliance with local, state, and federal regulations.