Family Service Advisor

Description

What You'll Do

As an Family Services Advisor with Memorial, Mortuaries and Cemeteries, you'll be responsible for working with at-need families, conducting aftercare visits, and for generating pre-need sales primarily through referrals. This position reports to the Sales Manager. Compensation is a “Base Plus” plan.

Other duties:

• Provide service to families that surpasses their expectations
• On days assigned by the Sales Manager, meet families at the cemetery for an arrangement conference to set an appointment for the aftercare visit
• Conduct an aftercare visit with each client family within one week of the burial
• Follow-up on referrals obtained during the aftercare visit within two weeks
• Effectively conduct an aftercare visit, preferably in the client’s home, for each family assigned
• Effectively conduct an average of 4 to 6 pre-need sales presentations per week using Memorial-furnished materials only
• Generate leads through referrals, deed delivery, park roaming, introductory calls, and networking within the community. This generally requires 10 to 18 hours of prospecting per week
• Use 4-3-2-1 Daily Goals: each day, try to find 4 qualified prospects, set 3 appointments, give 2 pre-need presentations and make 1 sale
• Average a minimum of 6 pre-need presentations and 2 pre-need sales per week, with a minimum average of $2,500 per sale
• Contact Memorial-generated leads within 72 hours for an appointment and/or presentation
• Meet or exceed sales performance criteria as established by the Sales Manager and Memorial
• Ensure compliance with the Sales Guidelines, company policies and federal, state and local regulations during all business interactions and when preparing required documentation
• Communicate daily progress to the Sales Manager
• Respond to client inquiries in a timely, respectful and accurate manner
• Any other duties as directed by management except that the FSA will never have any physical contact with the remains of the deceased at any time
• Appearance and dress must be professional at all times, whether at the cemetery or client’s home

#LI-DNI

Requirements

What You Need to Get the Job Done

Relationship Building: Working to maintain friendly relationships with people (internal/external) who are or might someday be important to achieving work-related goals.

• Establish trusting relationships with administration staff and the grounds crew at the cemetery
• Establish good relationship with peers (help each other, share best practices, honor lead protection, etc.)
• Be visible in the community

Communication: Able to accurately listen, understand and respond appropriately during interactions. Share relevant information and keep others informed.

• Clearly and simply communicate information (verbally or in writing)
• Understand non-verbal clues and respond to them appropriately
• Listen actively – listen to and be informed by the perspective of others. Ask probing questions for clarification – seek to understand
• Persuade or convince others through use of effective interpersonal communication
• Adapt communication style to the level of the listener (up or down)
• Explain reasons for action to others
• Consider how others are affected by information shared and adjust communication and style to meet those needs
• Be approachable

Business Conduct: Demonstrate a standard of behavior in the work place that is consistent with the image expected by our customers and employees.

• Set a good example (clean, well-groomed, well-spoken, organized, calm, mature, professional, respectful)
• Act with integrity, honesty and openness
• Focus on fixing problems, not assigning blame
• Be accountable for your actions; acknowledge personal mistakes
• Maintain confidentiality
• Act in a lawful manner and follow company policies and procedures
• Honor commitments to customers

Drive for Results: Strive to deliver superior performance to achieve successful outcomes.

• Seek ways to improve your personal performance
• Take ownership of job responsibilities
• Be willing to work all hours – persevere
• Practice continuous improvement in all elements of the job
• Set personal goals that are challenging but achievable

Working Conditions

• Frequent and considerable evenings and weekends
• Work will be required on certain holidays, such as Memorial Day
• Work is conducted from a variety of locations (cemetery, employee’s home or clients’ homes)
• The work deals with the emotions of others, including personal dealings that are emotional and draining