Family Service Advisor

S.E. Combined Services of Florida; Peoria (IL); On-site; USD 40,000 - 60,000; Full time

Job summary

Service Corporation International in Peoria, IL seeks a Family Service Counselor to provide personalized service to client families, generate revenue through pre-need arrangements, and act as the main contact for families.

The role emphasizes strong lead generation, relationship-building, and collaboration with funeral staff to ensure exceptional service and ongoing support for families.

Qualifications

• High school diploma or equivalent.
• 1–2 years of college or an equivalent education and experience.
• 1–2 years of customer service or sales industry experience preferred.
• Current driver’s license with acceptable driving record; insurance license if required by state law.

Responsibilities

• Prospect for leads by dedicating 1–2 hours daily for lead generation and obtaining referrals.
• Build relationships with families by listening, showing empathy, and providing timely, respectful service.
• Work with funeral directors, location managers, and staff to ensure seamless, high-quality service.
• Prepare for appointments and complete procedures with professionalism and attention to detail.
• Follow up on customer problems and requests and seek referrals when appropriate.

Skills

Customer service

Sales experience

Communication skills

Empathy

Education

High school diploma or equivalent

1–2 years college or education/experience

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 l ity 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: 61604

Category (Portal Searching): Sales

Job Location: US-IL - Peoria