Compassionate Lead Intake Specialist – Appointment Expert

Bonney--watso; SeaTac (WA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Monthly performance incentives

Paid training during onboarding

Job summary

Bonney Watson is seeking a Lead Intake Specialist to handle inbound family inquiries with warmth and confidence, guiding them to the right next step such as appointments with FSD, a Funeral Director, or cemetery planning.

The role emphasizes listening, asking thoughtful questions, accurate documentation, and adherence to call standards, with a focus on compassionate family service and high-quality follow-through.

Qualifications

• Ability to remain calm and professional in emotional situations.
• Strong listening and questioning skills.
• Experience in phone-based customer service or intake is preferred.

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 planning.
• Ask thoughtful questions without rushing families.
• Provide general guidance and approved price-range information when appropriate.
• Schedule appointments with an FSD, Funeral Director, or team member.
• Document calls, appointments, follow-up needs, and outcomes accurately.

Skills

Calm under pressure

Warm and compassionate

Confident on the phone

Lead conversations

Appointment setting

Active listening

Document calls

Professionalism

Teamwork

Coachable

Tools

Scheduling software

Job description

Bonney Watson is seeking a Lead Intake Specialist to handle inbound family inquiries with warmth and confidence, guiding them to the right next step such as appointments with FSD, a Funeral Director, or cemetery planning.

The role emphasizes listening, asking thoughtful questions, accurate documentation, and adherence to call standards, with a focus on compassionate family service and high-quality follow-through.