Bilingual Hybrid Client Engagement Specialist – Preplanning

Forest Lawn; Glendale (CA); Hybrid; USD 38,000 - 45,000; Full time

Job summary

Forest Lawn’s Glendale Information Office seeks a Client Engagement Specialist to educate families on preplanning and guide them through multi-channel outreach. You will handle calls, emails, chats, and social media to secure appointments for planning advisors.

The role requires bilingual Chinese reading/writing, strong typing, and experience in a high-volume call center. Hybrid in-office/remote work is available, with weekend/holiday shifts expected.

Qualifications

• Bilingual in Chinese (read and write) required.
• 1–2 years’ experience in a call center (inbound/outbound).
• Must type at least 45 wpm.
• PC literate; basic Word and Excel knowledge.
• Flexible with work schedule to cover all shifts.
• Experience in high-volume, customer-service oriented environments.
• Able to build rapport across channels (phone, social, email).
• High school diploma or GED.

Responsibilities

• Educate families on the value of Preplanning.
• Interact with families via phone, email, chat and social media to assess pre-planning needs.
• Provide prompt, courteous service across channels.
• Work with manager to achieve appointment-setting goals.
• Utilize social media leads to create appointment opportunities.
• Use CRM to track calls related to Advance Planning and inquiries.
• Answer questions about funeral arrangements, packages, services, and property.
• Gather client information and route qualified opportunities to Planning Advisors.
• Stay up-to-date on product/service knowledge.
• Follow up on warm leads to create opportunities for Planning Advisors.

Skills

Bilingual Chinese

Typing 45 wpm

MS Word & Excel

Inbound/Outbound call center

Education

High school

Tools

CRM system

Job description

Forest Lawn’s Glendale Information Office seeks a Client Engagement Specialist to educate families on preplanning and guide them through multi-channel outreach. You will handle calls, emails, chats, and social media to secure appointments for planning advisors.

The role requires bilingual Chinese reading/writing, strong typing, and experience in a high-volume call center. Hybrid in-office/remote work is available, with weekend/holiday shifts expected.