Family Service Advisor

sci; Palm Bay (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

SCI in Palm Bay, Florida is seeking a Family Service Counselor to help client families by arranging at-need and pre-need cemetery services. You will serve as the primary contact, delivering compassionate, personalized support while contributing to revenue.

Key duties include lead generation, building relationships with families, and coordinating with funeral home staff. The role requires strong communication, empathy, and the ability to manage multiple appointments and follow-ups with

Qualifications

• High school diploma or equivalent required; 1-2 years of college or equivalent experience preferred.
• 1-2 years of customer service or sales experience is preferred.

Responsibilities

• Lead Generation: prospect daily, obtain referrals, network, present to families, track activity.
• Build Relationships with Families: respond timely, listen actively, tailor solutions, maintain contact for satisfaction.
• Teamwork: collaborate with funeral directors, location managers, and cemetery staff to ensure seamless service.
• Must pass internal presentation certification within 30 days of hire.
• Ability to work evenings and weekends, and drive frequently.
• Treat others with empathy and respect, maintain customer focus.

Skills

Customer service

Sales

Empathy

Communication

Driving

Education

High school diploma or equivalent

1-2 years of college or equivalent experience

Tools

CRM software

Job description

Our associates celebrate lives. We celebrate our associates.

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.

JOB RESPONSIBILITIES

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 Rel a tion s hi ps 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 edu c ati n g 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 tea m s w i th funeral di r ecto r s, l ocat i on ma n agers, and other m embers of funeral ho m e and or ce me tery staff, to provide seam l ess, high qua lity 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 REQU I R EM E N TS

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: 32909

Category (Portal Searching): Sales

Job Location: US-FL - Palm Bay