Borthwick Mortuary is hiring a Family Service Counselor.
If interested, please reply to this post with your resume or call 808-522-9335.
JOB SUMMARY
Accountable for serving client families by making at-need mortuary arrangement and selling pre-need arrangements. The Family Service Counselor serves families by providing exemplary personalized service and plays an essential role in generating revenue for the mortuary as well as acting as the primary contact for families along with funeral director.
JOB RESPONSIBILITIES
Lead Generation
◊ Holds self-accountable for prospecting a minimum of 1-2 hours each day
◊ Obtains referrals from families served by the location
◊ Networks and builds community and civic relationships
◊ Explains and presents presentations to families served and referred families
◊ Maintains and tracks activity levels to ensure productivity
Build Relationships with Families
◊ Responds to client inquiries in a timely, respectful, sensitive and professional manner
◊ Connects with families through listening, honest communication and genuine concern
◊ Develops an understanding of each family’s unique needs and offers solutions that provide value to them
◊ Stays in touch with families to ensure satisfaction
◊ Prepares for all appointments and performs all procedures with professionalism and attention to detail
◊ Follows through on all customer problems and requests
◊ Builds trust-based relationships to earn the right to ask for referrals
◊ Earns the right to gain referrals to offer protection to protect family members, and the family’s relatives and friends, by educating them on the benefits of pre-planning
Teamwork
◊ Represents a continuous link from services provided at need, through aftercare, to providing services to protect families in the future
◊ Collaborates and teams with funeral directors, location managers, and other members of funeral home and or cemetery staff, to provide seamless, high quality service
◊ Thoroughly and completely reviews previous services and contacts with families to prepare to support current needs and or sales
◊ Shares family concerns with rest of the management team
MINIMUM REQUIREMENTS
Education
High School diploma or equivalent
1-2 years of college or an equivalent of education and experience
Experience
High school equivalency and 1-2 years of college or an equivalent of education and experience
1-2 years of customer service or sales industry experience preferred
Certifications/Licenses
Current state/province issued driver’s license with an acceptable driving record
Insurance license if required by state/province law and as prescribed by each state board
Knowledge, Skills and Abilities
Must be able to pass the Company’s internal presentation certification within thirty days of hire
Ability to work a number of evenings and/or weekends every month
Ability to drive frequently
Ability to obtain and maintain an insurance license if required by state/province
Flexible hours but, at times must have the ability to work up to 12 hours in a day
Ability to treat others with empathy and respect
Knowledge of computers and some software
Customer service skills
Benefits
Medical, Dental, Vision, Flexible Spending Accounts (health care and dependent care), Sick Leave, Short-Term Disability, Long-Term Disability, Life Insurance, Voluntary/Accidental/Death or Dismemberment Insurance, Dependent Life Insurance, SCI 401(k) Retirement Savings Plan with Company match, Employee Assistance Program
Position Type: Full-Time
