Family Service Counselor

Cedar Memorial; Cedar Rapids (IA); On-site; USD 40,000 - 65,000; Full time

Job summary

Cedar Memorial Park Cemetery and Funeral Homes in Cedar Rapids, Iowa, is seeking a full-time Family Service Counselor to join our sales team. This role focuses on pre-planning and helping families plan ahead with care and compassion.

You will receive structured training, develop pre-need opportunities, and guide families through service and merchandise options while meeting personal and company goals in a supportive, service-minded environment.

Qualifications

• Two or more years of previously successful full-time sales or customer service experience is required.
• Valid Iowa Driver’s License and a safe driving record.
• Before any sales activities, a Family Service Counselor must obtain a pre-need sales agent license issued by the Iowa Insurance Division.
• Within 24 months following the issuance of the pre-need sales agent licensed by the Iowa Insurance Division, CPC certification should be pursued.

Responsibilities

• Provide empathetic cemetery services to bereaved family members and friends of the deceased and follow-up to establish positive rapport.
• Assist family members to complete interment authorizations promptly and accurately.
• Develop and nurture pre-need sales opportunities with conversion rates meeting or exceeding goals.
• Secure and schedule appointments with families seeking pre-planning opportunities and assist in finalizing pre-funding for arrangements.
• Conduct appointments and presentations about service and merchandise options with clear education on prices and payment options.
• Offer cemetery interment rights, memorial markers, space reservations, and related selections; maintain customer relationships for additional opportunities.
• Regularly assist with design and sale of bronze memorial markers and ensure compliance with Iowa laws.

Skills

Communication

Organization

Empathy

Customer service

Problem solving

MS Office

Data management

Team player

Education

High school diploma or GED

Associates degree preferred

Job description

About this position

Description: Cedar Memorial Park Cemetery and Funeral Homes, Cedar Rapids, Iowa, has a new full-time sales opportunity for a Family Service Counselor to join our sales team!

This is not a job. It's a meaningful career in sales that makes a difference in the lives of people we serve while providing you with an opportunity you will love.

You will be joining an exceptional staff dedicated to providing care, compassion, and quality at every turn. So if you have an entrepreneurial spirit and are looking for a rewarding career, our training program will equip you to become a productive and successful sales professional. The Family Service Counselor will participate in a unique training program designed for individuals who have a history of success and want to build a long-term career in pre-planning, helping & protecting families.

Cedar Memorial is dedicated to preparing families before their time of need. Our Family Service Counselors are performance-driven, self-motivated, and service-minded professionals. We provide an excellent structured program.

Duties/Responsibilities

• Provide empathetic cemetery services to bereaved family members and friends of the deceased and future follow-up to establish positive rapport.
• Compassionately assists family members of the deceased to complete the authorization for interment promptly and accurately.
• Must obtain and retain knowledge of the design, layout, and certain operations of Cedar Memorial Park Cemetery.
• Develop and nurture pre-need sales opportunities with conversion rates that meet or exceed individual and company goals.
• Secure and schedule appointments with families seeking pre-planning opportunities and assist in finalizing pre-funding for funeral, cremation, and cemetery arrangements.
• Effectively conducts appointments and presentations about service and merchandise selections. Those we are honored to serve are provided thorough and accurate education about the many options available, including related prices and payment options.
• Offers cemetery interment rights, memorial markers, space reservations, and other related cemetery selections. Inquires regularly with all assigned families for customer satisfaction and the identification of further opportunities to assist. Regularly assists with the design and sale of bronze memorial markers.
• Secures pre-need sales opportunities from a variety of sources. Contacts and develops customer service relationships. Submits identified opportunities promptly and complies with the documented management protocol.
• Accurately and thoroughly completes purchase agreements and related contract documents. Complies with all applicable Iowa laws and rules related to pre-need sales.
• As scheduled, serves as the first resource for all calls and walk-in inquiries. Provides appropriate outreach to inquiries in a manner that exceeds customer expectations.
• Provides weekend and “on-call” coverage as scheduled.
• Schedules gatherings at the Cedar Memorial Park Family Center and Library while coordinating with catering services and Hospitality Associates.
• Works with other departments and Associates positively and cooperatively to provide the best customer service experience.
• Follows all safety policies and procedures.
• Special projects and other duties as assigned.

Required Skills/Abilities

• Excellent verbal and written communication skills.
• Organized with attention to detail.
• Must be sensitive to others’ emotional and personal needs.
• Excellent problem-solving, research and critical thinking skills.
• Excellent customer service skills.
• Proficient with Microsoft Office Suite.
• With training, become proficient in the use of the software programs used for data and records management.
• Must maintain a professional appearance and adhere to the companies Appearance Policy.
• Must be a cooperative and team-oriented individual with consistent follow-through and dependability.

Education and Experience

• Associate's degree preferred; High School or GED required.
• Two or more years of previously successful full-time sales or customer service experience is required.
• Valid Iowa Driver’s License and a safe driving record. Must maintain a safe driving record in accordance with Cedar Memorial’s insurance policy.
• Before any sales activities, a Family Service Counselor must obtain a pre-need sales agent license issued by the Iowa Insurance Division. Sales activities include but are not limited to advertising, selling, promoting, or offering to furnish pre-need or pre-paid cemetery/funeral merchandise or services (as further outlined in Iowa code 523A, 523I, and Iowa Administrative Rules 191.100).
• Within 24 months following the issuance of the pre-need sales agent licensed by the Iowa Insurance Division, a Family Service Counselor shall begin the process of receiving CPC certification from the National Funeral Directors Association.

Physical Requirements

• Prolonged period of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Travel to meet with families will be required on occasion.
• Stooping
• Reaching
• Walking
• Keyboarding
• Hearing
• Standing
• Talking
• Repetitive Motions