Family Service Advisor

The Pre‑Planning Advisor (PPA) is a self‑starter expected to achieve their quota (pacesetter) target by selling pre‑need arrangements and services. The PPA serves families in a professional, caring and timely manner, follows up and generates referrals from client families, and develops relationships with the community. JOB RESPONSIBILITIES Lead Generation – consistently network and build relationships to generate recommendations for both at‑need cemetery arrangements and pre‑need arrangements using company tools, processes and standards. Hold self accountable for prospecting a minimum of 4 hours every day (if working 8 hours), such as approaching families face‑to‑face during events, door‑knocking or hosting group seminars. Obtain referrals from families served by the location by following up through visits after the service. Network and build community and civic relationships. Explain and present Dignity Memorial® Personal Planning Guide presentations to families served and referred families. Maintain and track activity levels to ensure productivity. Remain flexible with schedule to achieve results; often works nights and weekends. Build Relationships with Families – establish and maintain strong business relationships with families by connecting with them, resolving their concerns and needs, and committing to follow through. Respond to client inquiries in a timely, respectful, sensitive and professional manner. Support families in time of grief with acts of kindness. Connect with families through listening, honest communication and genuine concern. Develop an understanding of each family’s unique needs and offer solutions that provide value to them. Stay in touch with families to ensure satisfaction. Prepare for all appointments and perform all procedures with professionalism and attention to detail. Provide service beyond expectations to ensure satisfaction and to form the foundation for future sales based on long‑term relationships. Build trust‑based relationships to earn the right to ask for referrals. Earning referrals to offer protection to protect family members and relatives by educating them on the benefits of pre‑planning. Teamwork – consistently build relationships and work cooperatively with the Funeral Director and other funeral home and/or cemetery staff. Collaborate and team with funeral directors, location managers, and other members of funeral home and/or cemetery staff to provide seamless, high‑quality service. Represent a continuous link from services provided at need, through aftercare, to providing services to protect families in the future. Thoroughly and completely review previous services and contacts with families to prepare to support current needs and/or sales. Act as one team, setting arrangement continuation visits within two to three days after the service. Share family concerns with the rest of the SCI team. MINIMUM REQUIREMENTS Education: High school education or equivalent; 1‑2 years of college or equivalent experience. License: Current state/province issued driver’s license with an acceptable driving record. In states/provinces where required, must hold a Funeral Director’s License to perform this role. Experience: Sales experience or one to two years in the industry, or equivalent education. Previous experience with Customer Relationship Management (CRM) systems is a plus. Knowledge, Skills and Abilities: Basic computer and technology skills within a sales environment; ability to work well in a team as well as independently; willingness to work beyond “standard” hours as needed; good driving record; strong work ethic; high level of integrity; creative, outgoing and energetic; comfortable presenting in front of others; desire to help others; bilingual or knowledge of another language is a plus. #J-18808-Ljbffr