Sr Client Engagement Specialist

Forest Lawn Memorial Parks and Mortuaries; Glendale (CA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work schedule

Competitive benefits

Job summary

Forest Lawn Memorial Parks and Mortuaries in Glendale, CA, seeks a Client Engagement Specialist for the Information Office. You will use multichannel communication to provide information and secure advance planning appointments from families responding to marketing leads, delivering courteous service in a fast-paced, mission-driven environment.

This role offers growth within Forest Lawn’s departments and requires bilingual ability, strong call-center experience, and the ability to work both

Qualifications

• Bilingual in Spanish (read/write) or Armenian (speak).
• 1–2 years’ experience in inbound/outbound call center.
• Must type at least 45 wpm.
• PC literate; Word and Excel proficiency.
• Flexibility to cover all shifts, including weekends/holidays.
• High school diploma or GED.
• Hybrid in-office/remote work capability.

Responsibilities

• Educate and empower client families on preplanning value.
• Interact with families via phone, email, chat and social media to assess needs.
• Provide prompt, courteous service across multichannel systems.
• Work with manager to achieve appointment-setting goals.
• Monitor social media leads to create Planning Advisor opportunities.
• Use CRM to track inquiries and advance opportunities to planning advisors.
• Answer questions about funeral arrangements, packages, and services.

Skills

Multichannel communication

Bilingual in Spanish/Armenian

Inbound/Outbound call center

Typing speed 45 wpm

Customer service

Education

High school diploma or GED

Tools

Salesforce

CRM software

Microsoft Word

Microsoft Excel

Job description

Brief Description

The Information Office, centrally located at our Glendale location, is operated by a highly efficient, friendly and knowledgeable staff that is available 24 hours a day, 7 days a week to conveniently serve and direct our families’ needs. The Client Engagement Specialist will use a multi-channel communication system to provide information and secure appointments for Advance Planning from client families who are responding to a Marketing promotion such as ad generated leads. This position offers a wonderful opportunity to learn how all of Forest Lawn’s departments operate and gain valuable experience in a fast-paced professional and service-oriented environment that can advance into a meaningful career.

Brief Description

The Information Office, centrally located at our Glendale location, is operated by a highly efficient, friendly and knowledgeable staff that is available 24 hours a day, 7 days a week to conveniently serve and direct our families’ needs. The Client Engagement Specialist will use a multi-channel communication system to provide information and secure appointments for Advance Planning from client families who are responding to a Marketing promotion such as ad generated leads. This position offers a wonderful opportunity to learn how all of Forest Lawn’s departments operate and gain valuable experience in a fast-paced professional and service-oriented environment that can advance into a meaningful career.

What You'll Be Doing

• Educate and Empower client Families on the value of Preplanning.
• Interact with families over multichannel phone, email, chat and social media with potential client families and communicates effectively to determine their pre-planning needs.
• Deliver prompt, accurate, courteous customer service to client families over multichannel systems via phone, chat, email and social media channels.
• Work with manager to consistently achieve appointment setting goals.
• Utilize and monitor social media leads to achieve appointment setting goals.
• Work with CRM system to track incoming calls related to Advance Planning as well as general inquiries
• Answer families’ basic questions relating to funeral arrangements, packages, services and property.
• Actively listen, ask probing questions, understand concerns and overcome objections to provide guidance and direction potential client families.
• Direct and transfers callers to other departments as requested.
• Gather client families’ information and routes qualified opportunities to secure appointment for Planning Advisor.
• Stay up-to-date on product and service knowledge to answer client families' questions accurately.
• Consistently follow up on warm leads to create appointment opportunities for Planning Advisors.

Requirements

• Bilingual in Spanish-Read and Write; or Armenian- Speak.
• Minimum of 1-2 years’ experience within a Inbound/Outbound call center.
• Must type at least 45 wpm.
• PC Literate; have basic knowledge of Word and Excel.
• Must be flexible with work schedule to provide coverage for all shifts.
• Previous experience working in a high volume and customer service oriented environment.
• Ability to build and maintain rapport with client families through various communications channels such as telephone, social media and email.
• High school diploma or general education degree (GED).
• Ability to work both independently and efficiently in-office and remotely (Hybrid) as well as part of a team.
• Must be able to work weekends and holidays.

Preferred Qualifications

• Minimum 2 years of experience with inside sales.
• Previous experience with outbound warm lead calling, inside sales, telemarketing, and/or salesforce.

Competitive Benefits

Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry.

Drug Testing Policy

Prior to beginning employment, all job applicants who receive a job offer will be required to voluntarily submit to a drug screening test conducted by a laboratory designated by Forest Lawn. The drug screening method is a hair collection test that will detect the use of illegal drugs within the past 90 days. A positive drug test may result in the withdrawal of the job offer.

E-Verify Statement

Forest Lawn has registered to participate in the federal government's E-Verify program. With E-Verify we are able to confirm the employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. With respect to new hires, the E-Verify process is completed in conjunction with a new hire's completion of the Form I-9, Employment Eligibility Verification upon commencement of employment. E-Verify is not used as a tool to pre-screen candidates.

For up-to-date information on E-Verify, go to https://www.e-verify.gov/employees/e-verify-overview.

Fair Chance Initiative for Hiring Ordinance

Forest Lawn will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Summary

Forest Lawn has always attracted unique and exceptional individuals; those who aren’t satisfied with simply building a career, but want to go home at the end of the day knowing they’ve made a profound and positive difference in people’s lives.