Hybrid Client Engagement Specialist: Preplanning Outreach

DeKalb Health; Glendale (CA); Hybrid; USD 79,449,000 - 93,556,000; Full time

Benefits offered by this job

Forest Lawn benefits package

Job summary

Forest Lawn Glendale is seeking a Client Engagement Specialist at our Glendale location. The role uses multi-channel phone, email, chat, and social media to provide information and secure advance planning appointments for client families responding to marketing leads.

You will educate families on preplanning, handle inquiries, and work toward scheduling Planning Advisors while maintaining a high level of service in a fast-paced environment.

Qualifications

• 1–2 years of experience in a call center (inbound/outbound).
• Typing speed of at least 45 words per minute.
• Proficient with Word and Excel; PC literate.
• Flexible schedule to cover all shifts; weekends required.
• Experience in high-volume customer service is preferred.
• Able to build rapport across multiple channels.

Responsibilities

• Educate and empower client families on preplanning value.
• Interact via phone, email, chat, and social channels to assess needs.
• Deliver prompt, courteous service through multichannel systems.
• Meet appointment-setting goals with managers and CRM data.
• Follow up on warm leads to create planning opportunities.
• Provide accurate information on funeral arrangements and services.

Skills

Bilingual Spanish

Bilingual Armenian

Call center experience

Typing 45 wpm

MS Word

MS Excel

Weekend availability

CRM systems

Education

High school diploma

Tools

CRM system

Job description

Forest Lawn Glendale is seeking a Client Engagement Specialist at our Glendale location. The role uses multi-channel phone, email, chat, and social media to provide information and secure advance planning appointments for client families responding to marketing leads.

You will educate families on preplanning, handle inquiries, and work toward scheduling Planning Advisors while maintaining a high level of service in a fast-paced environment.