Family Service Counselor

Service Corporation International; Columbus (OH); On-site; USD 38,000 - 54,000; Full time

Job summary

Service Corporation International in Columbus, OH is seeking a Family Service Counselor to assist families with cemetery arrangements and pre-need plans. The role emphasizes compassionate, personalized service and becoming the primary contact for families.

You will generate revenue by guiding families through options, coordinating with funeral directors, and following up to ensure satisfaction. Strong communication and empathy are essential to success in this position.

Qualifications

• Must have a high school diploma or equivalent and 1–2 years of college or equivalent experience.
• 1–2 years in customer service or sales is preferred.
• Ability to obtain and maintain an insurance license if required by state law.

Responsibilities

• Lead generation: prospecting 1–2 hours daily and obtaining referrals.
• Build relationships with families served; respond to inquiries with empathy and professionalism.
• Collaborate with funeral directors and team members to deliver seamless, high-quality service.
• Explain and present cemetery and pre-need options; follow up on all customer needs.

Skills

Prospecting

Customer service

Communication

Networking

Relationship building

Presentation skills

Empathy

Education

High school diploma or equivalent

Some college coursework

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 ResponsibilitiesLead GenerationHolds self-accountable for prospecting a minimum of 1-2 hours each dayObtains referrals from families served by the locationNetworks and builds community and civic relationshipsExplains and presents presentations to families served and referred familiesMaintains and tracks activity levels to ensure productivityBuild Relationships with FamiliesResponds to client inquiries in a timely, respectful, sensitive and professional mannerConnects with families through listening, honest communication and genuine concernDevelops an understanding of each family’s unique needs and offers solutions that provide value to themStays in touch with families to ensure satisfactionPrepares for all appointments and performs all procedures with professionalism and attention to detailFollows through on all customer problems and requestsBuilds trust-based relationships to earn the right to ask for referralsEarns 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-planningTeamworkRepresents a continuous link from services provided at need, through aftercare, to providing services to protect families in the futureCollaborates and teams with funeral directors, location managers, and other members of funeral home and or cemetery staff, to provide seamless, high quality serviceThoroughly and completely reviews previous services and contacts with families to prepare to support current needs and or salesShares family concerns with rest of the SCI teamMinimum RequirementsEducationHigh school diploma or equivalent1-2 years of college or an equivalent of education and experienceExperienceHigh school equivalency and 1-2 years of college or an equivalent of education and experience1-2 years of customer service or sales industry experience preferredLicensesCurrent state/province issued driver’s license with an acceptable driving recordInsurance license if required by state/province law and as prescribed by each state boardKnowledge, Skills and AbilitiesMust be able to pass the Company’s internal presentation certification within thirty days of hireAbility to work a number of evenings and or weekends every monthAbility to drive frequentlyAbility to obtain and maintain an insurance license if required by state/provinceFlexible hours but, at times must have the ability to work up to 12 hours in a dayAbility to treat others with empathy and respectKnowledge of computers and some softwareCustomer service skillsPostal Code: 43213Category (Portal Searching): SalesJob Location: US-OH - Columbus