Job Description
Job DescriptionWe are looking for a compassionate Family Service Advisor to support individuals and families through important cemetery and mortuary planning decisions. This contract position with the potential to become permanent combines attentive customer service, administrative coordination, and consultative guidance in a setting where empathy, professionalism, and discretion are essential. The person in this role will work closely with families before services are needed and during times of immediate need, helping ensure each interaction is handled with care, accuracy, and respect.
Responsibilities:
• Guide families through cemetery and mortuary planning options, offering thoughtful recommendations based on their needs and preferences.
• Respond to phone calls and in-person inquiries with clear information, professionalism, and a high level of compassion.
• Partner with internal teams to prepare for appointments involving at-need arrangements and ensure all supporting details are organized in advance.
• Review contracts, records, and related documents to confirm accurate information and support family service planning.
• Assist with memorial marker selection and planning while maintaining attention to detail and client expectations.
• Conduct aftercare outreach to provide continued support and help families address follow-up questions or service needs.
• Enter and maintain service, inquiry, and lead information in company systems with accuracy and timely follow-through.
• Participate in a structured service and sales process that emphasizes customer care while helping inquiries progress to completion.
• Support weekend coverage through a rotating schedule and contribute to additional service-related tasks as needed.• Strong customer service abilities with the confidence to communicate sensitively and effectively in emotionally difficult situations.
• Excellent listening, verbal, and written communication skills, along with the ability to present information clearly to families and colleagues.
• Proven ability to manage multiple priorities, stay organized, and adjust quickly as needs change throughout the day.
• Sound judgment, discretion, and a consistent commitment to privacy and confidentiality.
• Ability to work independently while also collaborating effectively with cross-functional teams.
• Solid problem-solving skills, careful attention to detail, and a dependable, positive presence.
• Proficiency with Microsoft Office applications, including Outlook, and comfort using administrative or customer tracking systems.
• College education is preferred but not required; 2-4 years of consultative sales experience is preferred, and a Life Insurance License or willingness to obtain one is required.