Compassionate Intake & Appointment Specialist

Bonney Watson; Washington (District of Columbia); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Bonney Watson is seeking a Lead Intake Specialist in Washington, DC to handle inbound family inquiries with warmth and professionalism, guiding families to the right next steps and scheduling appointments with the appropriate team members.

You will be the first voice families hear, requiring calm communication, empathy, and the ability to document interactions accurately. Experience in funeral or cemetery contexts is helpful but not required.

Qualifications

• Strong phone communication skills.
• Ability to remain calm and professional in emotional situations.
• Comfortable using basic computer systems and scheduling tools.
• Strong attention to detail.
• Reliable attendance and punctuality.
• Ability to document calls and appointment information accurately.
• Willingness to be coached and participate in call review.
• Ability to work as part of a team.
• Professional appearance and communication style.

Responsibilities

• Answer inbound family calls with professionalism, care, and confidence.
• Listen carefully to understand what the family needs.
• Identify whether the call is at-need, imminent need, pre-need, cemetery, funeral, cremation, memorialization, or general planning.
• Ask thoughtful questions without making the family feel rushed or overwhelmed.
• Provide general guidance and approved price-range information when appropriate.
• Help families understand why meeting with the right Bonney Watson professional is the best next step.
• Schedule appointments with an FSD, Funeral Director, or appropriate team member.
• Complete warm handoffs when needed.
• Accurately document calls, appointments, follow-up needs, and call outcomes.
• Follow Bonney Watson call standards and participate in call coaching, roleplay, and ongoing training.
• Maintain a high level of professionalism, compassion, and accountability.

Skills

Appointment setting

Inside sales

Customer service

Healthcare intake

Call center work

High-volume phone support

Job description

Bonney Watson is seeking a Lead Intake Specialist in Washington, DC to handle inbound family inquiries with warmth and professionalism, guiding families to the right next steps and scheduling appointments with the appropriate team members.

You will be the first voice families hear, requiring calm communication, empathy, and the ability to document interactions accurately. Experience in funeral or cemetery contexts is helpful but not required.