Family Service Advisor - Forever Friends

Job Description

Job Description

Summary: The Family Service Advisor – Forever Friends (FSA-FF) is responsible for promoting, selling, and soliciting cemetery burial rights, merchandise, and related services to individuals for their pets and their personal needs through contracts with cemetery clients, existing property owners, pet service organizations, and community event partners.  This role requires exceptional interpersonal skills to assist clients in planning for their current and future needs, ensuring they have the right products to meet their personal and family requirements. The ideal candidate should be flexible, with the ability to work occasional evenings and weekends as needed.

Key Responsibilities:

• Meet with At-Need families to schedule services for their pet.

• Complete interment authorization and complete interment verification for all At-Need services in accordance with our interment procedures.

• Follows cemetery policies/procedures and rules/regulations, as well as Federal and State laws relating to the governance of cemetery service delivery.

• Complete cemetery agreement for needs property, merchandise, services, vaults.

• Attend pet services as the representative for Forever Friends for all interments/inurnments scheduled. 

• Follow up with all families served through Forever Friends to secure additional cemetery property, merchandise, and services for Forever Friends. 

• Follow up with all families served through Forever Friends to secure personal arrangements at Oaklawn Memorial Gardens or other associated cemetery. 

• Deliver all pet urns (cremated remains) personally to each family service for cremation only and offer permanent placement in Forever Friends. 

• Diligently works to advance the sales of cemetery burial rights, products and services.   This includes efforts to prospect new clients, providing superior service to existing clients, and working to follow-up on all leads that may lead to sales of contracts. There should be no less than 8 appointments scheduled each week.  

• Has thorough knowledge of cemetery products. Has the ability to describe and show benefits of products.

• Utilizes FDCRM system for proper follow-up on work orders, headstones, call backs, etc.

• Develops and maintains excellent relationships with families.

• Maintains and utilizes updated material and pricing.

• Compiles and delivers proposals and information accurately and in a timely manner face to face, over the phone, written and by electronic means professionally and effectively.  

• Works at assigned location utilizing time on duty and on non-duty days to achieve budget goals.

• Maintains a professional image through appearance.  Acts in a manner that reflects well upon the Company’s reputation and always demonstrates goodwill, particularly in dealing directly with a prospect or customer.

• Community outreach - involved in local organizations, veterinary clinics, pet services, and other related events. There should be no less than 2 seminars/events scheduled each month. 

• Willingly and openly cooperates and communicates with Manager of Location on issues affecting location and defers ultimate authority of location decisions beyond sales specific issues to the Sales Manager if applicable.

• Other duties as assigned.

Required Skills/Abilities: 

• Proficient in using multiple platforms and systems, with strong computer literacy and the ability to quickly learn and adapt to new technologies.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  

• Has the ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, and volume.  

• Exhibits effective, efficient verbal and written communication skills.  

• Ability to write reports and correspondence. 

• Ability to speak effectively before groups of customers or employees of organizations.

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal creatively with problems involving several variables in standardized situations.

• To perform this job successfully, an individual should have a basic knowledge of Spreadsheets, Word Processing and electronic mail programs (Excel, Word, and Outlook).

Required Education & Experience:  

• High school diploma

• Two to three years of service-oriented job experience and/or direct sales experience. 

• Holds and maintains a valid driver’s license

Work Environment:  

• While performing the duties of this job, the employee is frequently exposed to outside weather conditions. 

• The employee may be exposed to moving mechanical parts, fumes or airborne particles, and toxic or caustic chemicals. 

• The noise level in the work environment is usually moderate.

• This role involves a mix of office-based work, including computer and phone tasks, as well as on-site duties at cemetery locations and plots. The ideal candidate should be comfortable working both indoors and outdoors, with the ability to navigate pavement and occasionally walk on grass and uneven terrain. 

Disclaimer: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee with this qualification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to this job.