What are the responsibilities and job description for the Family Service Manager position at Spring Grove Cemetery & Funeral Homes?
Summary/Objective
The Family Service Manager will play a pivotal role in upholding our mission to honor, celebrate, and remember life, as well as our vision to provide superior end-of-life services to our families. Working collaboratively with all Managers at the Sales Agency, this role will focus on the procurement of Preneed Funeral and Cemetery budgetary requirements while adhering to the high service standards established by the Spring Grove Family of Firms.
This position requires a thorough understanding and application of The Spring Grove Family Service Promise Program, Funeral Pre-Funding Insurance Policies, and Cemetery Contracts, including all memorialization products and services. The Family Service Manager will also be responsible for supporting the professional growth of every Family Service Advisor, ensuring that our services consistently reflect our commitment to excellence.
As with all Spring Grove Sales Manager positions, this role will involve working at any of our Cemetery and/or Funeral Home locations, including weekends, depending on company needs, experience levels, managerial requirements, staffing, and future growth scenarios. Reporting directly to the Vice President of Sales, the Family Service Manager will work laterally with all Sales Managers to drive the positive forward development of the department and the Spring Grove Family of Firms, reinforcing our dedication to superior service and the celebration of life.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following duties are an overview of the primary duties and responsibilities of the Family Service Manager and should not be considered an all-inclusive list.
Ambassador: A Spring Grove Family employee demonstrates pride and a strong belief in the organization and the services provided to families and the community. As an ambassador of the Spring Grove Family, an employee is a true advocate of the organization and desires to contribute and make the Spring Grove Family the best it can be.
Customer Service: A Spring Grove Family employee is strongly committed to serving internal and external customers and has a demeanor focused on delivering impeccable customer service.
Team: As a team player, a Spring Grove employee has a “do what it takes” attitude. They are reliable, considerate, committed to continuous improvement, and inspire others to achieve.
Integrity: Spring Grove Family employees are honest, trustworthy, and driven to “do the right thing.”
Respect: Spring Grove Family employees view their work with families as a sacred trust. They appreciate diversity in cultures and revere the traditions and beliefs of our families, customers, visitors, and colleagues.
Compassion: As a Spring Grove Family employee, we are sensitive to the needs of our families and coworkers. We embrace the significance of individual lives and provide meaningful service with the utmost care and concern.
Work Environment
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this position, the employee is regularly required to talk and/or hear. The employee frequently is required to sit; stand; walk; and reach with hands and arms. Required to lift up to 30 pounds. Repetitive motion includes answering phones daily and walking.
Position Type/Expected Hours of Work
This is a full-time Exempt position. Business days and hours of work are:
Monday thru Friday, 8:30 a.m. to 5 p.m. with weekend work
Travel
Local travel is required between campuses for support.
Required Education, Knowledge, Skills, Abilities And Experience
The Family Service Manager should possess the experience and skills necessary to meet the role's requirements effectively, demonstrating fairness in decision-making, resolution steps, and communication. Adherence to all Spring Grove Family Company policies, rules, and regulations is essential, alongside maintaining a consistently positive demeanor.
The role frequently involves managing stressful situations across various scenarios, requiring a steady, calm, and professional approach at all times. The Family Service Manager must handle customer concerns with tact and professionalism, striving for positive resolutions.
As an ambassador for Spring Grove, the Family Service Manager should expect to work beyond the standard 40-hour work week, including weekends. The role demands a collaborative approach with all executives, managers, administrators, funeral staff, grounds staff, security, and vendors associated with The Spring Grove Family.
In this leadership position, sound decision-making skills and the ability to anticipate the future impact of decisions are crucial.
This position description is not to be construed as an exhaustive statement of accountabilities, duties, responsibilities of requirements. Any individual may be required to perform any other job-related activities or functions requested by his/her manager, subject to reasonable accommodation. The Spring Grove Family reserves the right to modify this job description to reflect changes in essential job duties made necessary by changing organizational needs, subject to reasonable accommodation.
The Family Service Manager will play a pivotal role in upholding our mission to honor, celebrate, and remember life, as well as our vision to provide superior end-of-life services to our families. Working collaboratively with all Managers at the Sales Agency, this role will focus on the procurement of Preneed Funeral and Cemetery budgetary requirements while adhering to the high service standards established by the Spring Grove Family of Firms.
This position requires a thorough understanding and application of The Spring Grove Family Service Promise Program, Funeral Pre-Funding Insurance Policies, and Cemetery Contracts, including all memorialization products and services. The Family Service Manager will also be responsible for supporting the professional growth of every Family Service Advisor, ensuring that our services consistently reflect our commitment to excellence.
As with all Spring Grove Sales Manager positions, this role will involve working at any of our Cemetery and/or Funeral Home locations, including weekends, depending on company needs, experience levels, managerial requirements, staffing, and future growth scenarios. Reporting directly to the Vice President of Sales, the Family Service Manager will work laterally with all Sales Managers to drive the positive forward development of the department and the Spring Grove Family of Firms, reinforcing our dedication to superior service and the celebration of life.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following duties are an overview of the primary duties and responsibilities of the Family Service Manager and should not be considered an all-inclusive list.
- Procurement and Budget Management: Collaborate with Sales Agency Managers to manage the procurement of Preneed Funeral and Cemetery budgetary requirements, ensuring alignment with the financial needs of the organization.
- Adherence to Service Standards: Maintain and enforce adherence to the service standards set by the Spring Grove Family of Firms, ensuring that all operations meet the established quality benchmarks.
- Understanding and Application of Policies: Demonstrate a comprehensive understanding and application of The Spring Grove Family Service Promise Program, Funeral Pre-Funding Insurance Policies, Cemetery Contracts, and all related memorialization products and services.
- Professional Growth and Development: Support the professional growth of Family Service Advisors through mentoring and development opportunities, contributing to the overall enhancement of service delivery and staff performance.
- Managing Day to Day Operations in the Customer Service Center at Spring Grove Cemetery.
- Ensuring all duty day positions are staffed as required to serve families.
- Spring Grove Dynamics Lead Management Program
- Checking Informants/Decedents and assigning families in accordance with jurisdictional guidelines.
- Managing & maintaining a professional office environment.
- Assisting family service advisors and offering support when/where needed and appropriate.
- Coaching the family service advisors when opportunities present themselves.
- Continued monitoring of activity in customer service center ensuring our families are being served to the best of our ability.
- Working closely with the Interment Department, reviewing work orders and resolving scheduling issues.
- Serve on the committee that reviews the inventory of cremated remains ensuring that the movement or work required to get them placed is completed.
- Customer Service Issues:
- Altercations at Gravesite
- Flower Removals
- Any concerns a family might have as it relates to a burial or placement at Spring Grove Cemetery.
- Resolving issues for the families that are directed to the President/CEO’s office.
- Serve on the Monument Review Committee
- Assist with training of Family Service Advisors
- All Company Events, Departmental Events, Family Service Events.
- FSPP Kits and all applicable measurements
- Sales Meetings, Incentives, Bonus Programs, Sales Forecasting.
- Jurisdictional Guideline understanding, application and enforcement.
- All disciplinary actions; understand and implementations.
- Attend Spring Grove Funeral Homes morning line-ups virtually through Microsoft Teams.
- On-call for FSA questions, inclusive of after business hours and weekends.
- Required weekend rotational Manager Duty Days for any Spring Grove location.
- New Interviews, on-boarding, field training.
- Company departmental meeting attendance.
- All departmental reporting to the Vice President.
Ambassador: A Spring Grove Family employee demonstrates pride and a strong belief in the organization and the services provided to families and the community. As an ambassador of the Spring Grove Family, an employee is a true advocate of the organization and desires to contribute and make the Spring Grove Family the best it can be.
Customer Service: A Spring Grove Family employee is strongly committed to serving internal and external customers and has a demeanor focused on delivering impeccable customer service.
Team: As a team player, a Spring Grove employee has a “do what it takes” attitude. They are reliable, considerate, committed to continuous improvement, and inspire others to achieve.
Integrity: Spring Grove Family employees are honest, trustworthy, and driven to “do the right thing.”
Respect: Spring Grove Family employees view their work with families as a sacred trust. They appreciate diversity in cultures and revere the traditions and beliefs of our families, customers, visitors, and colleagues.
Compassion: As a Spring Grove Family employee, we are sensitive to the needs of our families and coworkers. We embrace the significance of individual lives and provide meaningful service with the utmost care and concern.
Work Environment
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this position, the employee is regularly required to talk and/or hear. The employee frequently is required to sit; stand; walk; and reach with hands and arms. Required to lift up to 30 pounds. Repetitive motion includes answering phones daily and walking.
Position Type/Expected Hours of Work
This is a full-time Exempt position. Business days and hours of work are:
Monday thru Friday, 8:30 a.m. to 5 p.m. with weekend work
Travel
Local travel is required between campuses for support.
Required Education, Knowledge, Skills, Abilities And Experience
- Must have an Active Ohio Life Insurance License
- Proven Managerial Experience and Leadership
- Associate’s degree or Higher preferred
- Cemetery and Memorialization experience preferred.
- Proven Individual Sales Performance and service records of achievements.
- Displays a “Customer First” attitude.
The Family Service Manager should possess the experience and skills necessary to meet the role's requirements effectively, demonstrating fairness in decision-making, resolution steps, and communication. Adherence to all Spring Grove Family Company policies, rules, and regulations is essential, alongside maintaining a consistently positive demeanor.
The role frequently involves managing stressful situations across various scenarios, requiring a steady, calm, and professional approach at all times. The Family Service Manager must handle customer concerns with tact and professionalism, striving for positive resolutions.
As an ambassador for Spring Grove, the Family Service Manager should expect to work beyond the standard 40-hour work week, including weekends. The role demands a collaborative approach with all executives, managers, administrators, funeral staff, grounds staff, security, and vendors associated with The Spring Grove Family.
In this leadership position, sound decision-making skills and the ability to anticipate the future impact of decisions are crucial.
This position description is not to be construed as an exhaustive statement of accountabilities, duties, responsibilities of requirements. Any individual may be required to perform any other job-related activities or functions requested by his/her manager, subject to reasonable accommodation. The Spring Grove Family reserves the right to modify this job description to reflect changes in essential job duties made necessary by changing organizational needs, subject to reasonable accommodation.
