Family Service Advisor

Service Corporation International; Indianapolis (IN); On-site; USD 35,000 - 52,000; Full time

Job summary

Sci Corp in Indianapolis, IN seeks a Family Service Counselor to serve client families with cemetery and pre-need arrangements, delivering personalized service and driving revenue. The role emphasizes energetic lead generation, community networking, and building trust-based family relationships.

The position requires a high school diploma (or equivalent) and 1–2 years of college or experience, plus customer service or sales background.

Qualifications

• High school diploma or equivalent.
• 1-2 years of college or an equivalent of education and experience.
• 1-2 years of customer service or sales industry experience preferred.
• Current state license with acceptable driving record.
• Insurance license if required by state law.
• Must pass internal presentation certification within 30 days of hire.
• Ability to work evenings and/or weekends monthly.
• Ability to drive frequently and maintain a clean record.
• Flexible hours with possible 12-hour days.
• Knowledge of computers and some software.
• Customer service skills.

Responsibilities

• Accountable for serving client families by making at-need cemetery arrangements and selling pre-need arrangements.
• Serve families as the primary contact, providing personalized service and generating revenue for the cemetery.
• Lead generation: prospect daily, obtain referrals, network, and present to families.
• Build relationships with families; respond to inquiries, listen, and identify needs.
• Prepare for appointments and handle all procedures with professionalism.

Skills

Customer service

Sales

Communication

Networking

Presentation

Empathy

Computer literacy

Education

High school diploma or equivalent

1-2 years of college or equivalent

Job description

Our associates celebrate lives. We celebrate our associates.

Job Responsibilities

Accountable for serving client families by making at need cemetery arrangements and selling pre-need arrangements. The Family Service Counselor serves families by providing exemplary personalized service and plays an essential role in generating revenue for the cemetery as well as acting as the primary contact for families.

Lead Generation

• Holds self-accountable for prospecting a minimum of 1-2 hours each day
• Obtains referrals from families served by the location
• Networks and builds community and civic relationships
• Explains and presents presentations to families served and referred families
• Maintains and tracks activity levels to ensure productivity

Build Relationships with Families

• Responds to client inquiries in a timely, respectful, sensitive and professional manner
• Connects with families through listening, honest communication and genuine concern
• Develops an understanding of each family’s unique needs and offers solutions that provide value to them
• Stays in touch with families to ensure satisfaction
• Prepares for all appointments and performs all procedures with professionalism and attention to detail
• Follows through on all customer problems and requests
• Builds trust-based relationships to earn the right to ask for referrals
• Earns the right to gain referrals to offer protection to protect family members, and the family’s relatives and friends, by educating them on the benefits of pre-planning

Teamwork

• Represents a continuous link from services provided at need, through aftercare, to providing services to protect families in the future
• Collaborates and teams with funeral directors, location managers, and other members of funeral home and or cemetery staff, to provide seamless, high quality service
• Thoroughly and completely reviews previous services and contacts with families to prepare to support current needs and or sales
• Shares family concerns with rest of the SCI team

Minimum Requirements

Education

• High school diploma or equivalent
• 1-2 years of college or an equivalent of education and experience

Experience

• High school equivalency and 1-2 years of college or an equivalent of education and experience
• 1-2 years of customer service or sales industry experience preferred

Licenses

• Current state/province issued driver’s license with an acceptable driving record
• Insurance license if required by state/province law and as prescribed by each state board

Knowledge, Skills and Abilitie** s**

• Must be able to pass the Company’s internal presentation certification within thirty days of hire
• Ability to work a number of evenings and or weekends every month
• Ability to drive frequently
• Ability to obtain and maintain an insurance license if required by state/province
• Flexible hours but, at times must have the ability to work up to 12 hours in a day
• Ability to treat others with empathy and respect
• Knowledge of computers and some software
• Customer service skills

Postal Code: 46208

Category (Portal Searching): Sales

Job Location: US-IN - Indianapolis