Bilingual Client Engagement Specialist (Chinese) - Hybrid

DeKalb Health; Glendale (CA); Hybrid; USD 39,000 - 45,000; Full time

Job summary

Forest Lawn's Information Office in Glendale seeks a Client Engagement Specialist to inform families about advance planning and secure appointments via multi-channel communications.

You will respond to marketing leads, educate families on preplanning, and work across phone, email, chat and social media to schedule planning appointments while maintaining high-quality service in a hybrid in-office/remote environment.

Qualifications

• Bilingual in Chinese (read/write) required.
• 1–2 years in inbound/outbound call center.
• Typing speed of 45 wpm.
• Proficient with Word and Excel.
• Flexible to cover all shifts.
• Experience in high-volume customer service.
• Ability to build rapport across calls, email, social media.
• HS diploma or GED.
• Hybrid work capability; in-office or remote.
• Weekend and holiday availability.

Responsibilities

• Educate and empower client families on preplanning.
• Interact with families via phone, email, chat and social media to assess needs.
• Provide prompt, courteous service across multichannel systems.
• Work with manager to meet appointment setting goals.
• Utilize social media leads to drive appointments.
• Track calls related to Advance Planning in CRM.
• Answer questions on funeral arrangements, packages, services, and property.
• Listen, ask questions, address concerns, guide families.
• Direct callers to other departments when needed.
• Gather client information and route qualified opportunities.
• Stay up-to-date on product knowledge.
• Follow up on warm leads to create opportunities.

Skills

Bilingual: Chinese (Read & Write)

Call center experience

Typing speed 45 wpm

Word and Excel familiarity

Flexible with shifts

Hybrid work capability

Education

High school diploma or GED

Tools

Word

Excel

Job description

Forest Lawn's Information Office in Glendale seeks a Client Engagement Specialist to inform families about advance planning and secure appointments via multi-channel communications.

You will respond to marketing leads, educate families on preplanning, and work across phone, email, chat and social media to schedule planning appointments while maintaining high-quality service in a hybrid in-office/remote environment.