Sr Client Engagement Specialist - Bilingual Chinese

DeKalb Health; Glendale (CA); Hybrid; USD 39,000 - 45,000; Full time

Job summary

Forest Lawn's Information Office in Glendale seeks a Client Engagement Specialist to inform families about advance planning and secure appointments via multi-channel communications.

You will respond to marketing leads, educate families on preplanning, and work across phone, email, chat and social media to schedule planning appointments while maintaining high-quality service in a hybrid in-office/remote environment.

Qualifications

• Bilingual in Chinese (read/write) required.
• 1–2 years in inbound/outbound call center.
• Typing speed of 45 wpm.
• Proficient with Word and Excel.
• Flexible to cover all shifts.
• Experience in high-volume customer service.
• Ability to build rapport across calls, email, social media.
• HS diploma or GED.
• Hybrid work capability; in-office or remote.
• Weekend and holiday availability.

Responsibilities

• Educate and empower client families on preplanning.
• Interact with families via phone, email, chat and social media to assess needs.
• Provide prompt, courteous service across multichannel systems.
• Work with manager to meet appointment setting goals.
• Utilize social media leads to drive appointments.
• Track calls related to Advance Planning in CRM.
• Answer questions on funeral arrangements, packages, services, and property.
• Listen, ask questions, address concerns, guide families.
• Direct callers to other departments when needed.
• Gather client information and route qualified opportunities.
• Stay up-to-date on product knowledge.
• Follow up on warm leads to create opportunities.

Skills

Bilingual: Chinese (Read & Write)

Call center experience

Typing speed 45 wpm

Word and Excel familiarity

Flexible with shifts

Hybrid work capability

Education

High school diploma or GED

Tools

Word

Excel

Job description

• Base Pay $27.65 - $32.65 / Hour
• Job Category Call Center, Customer Service , Funeral Services
• Employee Type Regular (NE) (FT)
• Required Degree High school
• Manage Others No

Description

The Information Office, centrally located at our Glendale location, is operated by a highly efficient, friendly and knowledgeable staff that is available24 hours a day, 7 days a weekto 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 Chinese-Read and Write;
• 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.

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.

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.

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.