Client Experience Liaison

Job Description

Job Description

NorthStar Memorial Group is looking for a Client Experience Liaison to join Restland Funeral Home in Dallas, TX. The Client Experience Liaison serves as a key point of contact for client families, ensuring timely, compassionate, and professional communication throughout the service journey. This position acts as a liaison between Operations, Funeral Directors, Family Service, and Community Development teams to coordinate appointments, manage incoming inquiries, conduct post-service follow-up, and support families with ongoing needs. The role is designed to enhance family experience by ensuring inquiries are addressed promptly, appointments are coordinated efficiently, and service excellence is consistently maintained.

Responsibilities

• Receive and respond to incoming client inquiries and "hot lead" calls.
• Assess family needs and assign inquiries to the appropriate Funeral Directors, Family Service, or Community Development professional.
• Monitor staff availability and schedules to coordinate timely appointments and callbacks.
• Track, assign, and follow up on client requests to ensure concerns are resolved efficiently.
• Conduct post-service CEO calls to evaluate family satisfaction and service quality.
• Schedule After Care Visits (ACVs) and other follow-up appointments.
• Maintain ongoing communication with client families to provide assistance, guidance, and support
• Escalate service issues and sensitive concerns to management when appropriate.
• Facilitate effective communication between departments to ensure seamless service delivery.

Qualifications

• High School Diploma or GED required.
• Five (5) or more years of customer service, client relations, administrative support, service coordination, or related experience required.
• Demonstrated ability to work effectively in a fast-paced, customer-focused environment.
• Experience using Microsoft Office applications and database systems.
• Strong telephone etiquette and professional communication skills

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or veteran status.