Family Service Counselor

Service Corporation International; Orange City (FL); On-site; USD 30,000 - 45,000; Full time

Job summary

Service Corporation International is seeking a Family Service Counselor to serve families with personalized service and generate revenue for the cemetery. Responsibilities include building relationships, lead generation, and collaborating with the team to ensure quality service.

The ideal candidate should have a high school diploma, 1-2 years of college, and preferably 1-2 years of customer service or sales experience. A driver's license and the ability to work flexible hours are essential.

Qualifications

• Must have a high school diploma or equivalent.
• 1-2 years of customer service or sales industry experience preferred.
• Must be able to pass the Company's internal presentation certification within thirty days of hire.

Responsibilities

• Prospect for a minimum of 1-2 hours each day.
• Respond to client inquiries in a timely and professional manner.
• Collaborate with funeral directors and staff to provide quality service.

Skills

Customer service skills

Ability to connect with families

Networking and relationship building

Empathy and respect

Education

High school diploma or equivalent

1-2 years of college or equivalent

Job description

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 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 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 Abilities

• 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