Family Service Counsellors

Family Service Manager

Family Service Counsellors provide customer service in all areas of helping our families achieve peace following the loss of a loved one. We strive to help families overcome this difficult time by providing exemplary personalized service.Family Service Counsellors also play an essential role in generating revenue for the cemetery and/or the funeral homes in our area.They are the primary contact with our families and interact with them to fulfill their death care needs.

Successful candidates are people who establish strong business relationships with customers. You will be accountable for serving families in a professional and timely manner. Follow up and generation of leads are integral to success.

The Family Service Counsellor is expected to:

• Establish strong business relationships with customers 
• Respond to client inquiries in a timely, respectful and professional manner
• Focus on customer needs and wants
• Effectively conduct sales presentations using company furnished materials
• Follow up with previous customers to ensure understanding of arrangements
• Act as a resource person for estate planning
• Generate sales leads through professionally serving at-need families, networking, and interacting in the community
• Communicate progress to team and manager
• Conduct oneself honestly and ethically
• Contribute to improving processes and systems
• Maintain professional appearance and demeanor 
• Ensure compliance of operating procedures with federal, provinical and local regulations
• Prepare accurate documentation regarding activity and accountability to family and the company
• Maintain accuracy in all customer paperwork

Key abilities to ensure success:            

• Organized and enthusiastic
• Initiative / proactive
• No shortage of compassion and patience
• Possess the ability to communicate effectively and professionally with customers
• Comfortable with public speaking
• Time management skills
• Willingness to learn and adapt to changing market and company needs    

The successful candidate will have access to a vehicle and be flexible in terms of hours of availability.

Education and work experience:        

• High school diploma and 1-2 years of college/university or an equivalent combination of education and experience.      
• Previous customer service and/or sales experience would be a definite asset.
• Current or previous insurance license would be helpful.

Apply for this position

Family Service Manager

Family service Managers lead in providing customer service in all areas of helping our families achieve peace following the loss of a loved one. Family Service Managers play an essential role in generating revenue for the cemetery. They are the primary reference for the Family service Counsellors and help manage contacts with our families; interacting with them to fulfill their death care needs.

Successful candidates are people who establish strong business relationships with customers and staff. They will be accountable for servicing families in a professional and timely manner. Managing resources and facilitating the referral process are integral to success.

Compensation consists of a salary and an enhancement structure based on performance.

The Family Service Manager will be accountable for location responsibilities relating to customer service satisfaction.

The Family Service Manager is expected to:

• Coach service counsellors and act as their primary reference regarding customer service, prospecting, product knowledge, sales presentations, closing skills, prices, terms, paperwork, etc.
• Be accountable for 24-hour turn-around on customer complaints.
• Work to establish sales plans for each counsellor.
• Be responsible for scheduling, distributing leads, follow up and other aspects of managing a service/sales team.
• Work jointly with all personnel to ensure customer satisfaction.
• Generate sales leads through professionally serving at-need families, networking, and interacting in the community.
• Communicate progress of team to management.
• Contribute to improving processes and systems.
• Ensure compliance of operating procedures with federal, Provincial and local regulations.
• Review sales contracts written to make certain they are in line with sales guidelines.
• Lead change efforts
• Monitor product mix sales to meet goals of the market.
• Conduct oneself honestly and ethically.
• Follow up with previous customers.
• Act as a resource person for estate planning.
• Work with computer software that is implemented and approved by the company for, but not limited to e-mail, lead tracking, document composition and cemetery operations.
• Assist in recruiting and training new Family Service Counsellors.
• Mentor Family Service Counsellors in leading by example.

Key abilities to ensure success:

• Great team building skills
• Excellent communication skills
• Motivation skills
• Positive attitude
• Know-how to market a pre-need sales program
• Family service orientation
• Understanding of lead development costs and the most effective uses of all tools within a market environment.

Education and work experience:

High school diploma and 1-2 years of college or equivalent combination of education and experience

• 3 years sales experience preferably in a commission environment
• Quantifiable history of community, volunteer, or civic work .
• Current or previous insurance license would be helpful.
  

Apply for this position