Bilingual Client Engagement Specialist (Chinese) — Hybrid

Forest Lawn Memorial Parks and Mortuaries; Glendale (CA); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive benefits

Job summary

Forest Lawn Memorial Parks and Mortuaries in Glendale is seeking a Client Engagement Specialist to inform families about advance planning and secure appointments. You will engage client families across phone, email, chat, and social media while maintaining CRM records.

The role requires bilingual Chinese proficiency, 1–2 years in a high-volume call center, and the ability to work a hybrid schedule including weekends and holidays. Training provided and opportunity for growth within Forest Lawn.

Qualifications

• ,Educate families on preplanning value.
• Interact with families via multichannel communications to assess needs.
• Provide prompt, courteous service across phone, chat, email, and social media.
• Maintain accurate records and follow up on warm leads.

Responsibilities

• Educate and empower client families on the value of Preplanning.
• Interact with families over multichannel phone, email, chat and social media with potential client families and communicates effectively to determine their pre-planning needs.
• Deliver prompt, accurate, courteous customer service to client families over multichannel systems via phone, chat, email and social media channels.
• Work with manager to consistently achieve appointment setting goals.
• Utilize and monitor social media leads to achieve appointment setting goals.
• Work with CRM system to track incoming calls related to Advance Planning as well as general inquiries.
• Answer families’ basic questions relating to funeral arrangements, packages, services and property.
• Actively listen, ask probing questions, understand concerns and overcome objections to provide guidance and direction potential client families.
• Direct and transfers callers to other departments as requested.
• Gather client families’ information and routes qualified opportunities to secure appointment for Planning Advisor.
• Stay up-to-date on product and service knowledge to answer client families' questions accurately.
• Consistently follow up on warm leads to create appointment opportunities for Planning Advisors.

Skills

Bilingual Chinese

Inbound/Outbound call center

Typing 45 wpm

PC literacy (Word, Excel)

Flexible work schedule

GED or high school diploma

Independent and team work

Education

High school diploma or GED

Tools

Word

Excel

Job description

Forest Lawn Memorial Parks and Mortuaries in Glendale is seeking a Client Engagement Specialist to inform families about advance planning and secure appointments. You will engage client families across phone, email, chat, and social media while maintaining CRM records.

The role requires bilingual Chinese proficiency, 1–2 years in a high-volume call center, and the ability to work a hybrid schedule including weekends and holidays. Training provided and opportunity for growth within Forest Lawn.