JOB SUMMARY

The Information Office, centrally located at our Glendale location, is operated by a highly efficient, friendly and knowledgeable staff that is available 24 hours a day, 7 days a week to conveniently serve and direct our families’ needs. The Client Engagement Specialist will use a multi-channel communication system to provide information and secure appointments for Advance Planning from client families who are responding to a Marketing promotion such as ad generated leads. This position offers a wonderful opportunity to learn how all of Forest Lawn’s departments operate and gain valuable experience in a fast-paced professional and service-oriented environment that can advance into a meaningful career.

WHAT YOU'LL BE DOING

• Educate and Empower client Families on the value of Preplanning.
• Interact with families over multichannel phone, email, chat and social media with potential client families and communicates effectively to determine their pre-planning needs.
• Deliver prompt, accurate, courteous customer service to client families over multichannel systems via phone, chat, email and social media channels.
• Work with manager to consistently achieve appointment setting goals.
• Utilize and monitor social media leads to achieve appointment setting goals.
• Work with CRM system to track incoming calls related to Advance Planning as well as general inquiries
• Answer families’ basic questions relating to funeral arrangements, packages, services and property.
• Actively listen, ask probing questions, understand concerns and overcome objections to provide guidance and direction potential client families.
• Direct and transfers callers to other departments as requested.
• Gather client families’ information and routes qualified opportunities to secure appointment for Planning Advisor.
• Stay up-to-date on product and service knowledge to answer client families' questions accurately.
• Consistently follow up on warm leads to create appointment opportunities for Planning Advisors.

REQUIRED QUALIFICATIONS

• Bilingual in Spanish-Read and Write; or Armenian- Speak.
• Minimum of 1-2 years’ experience within a Inbound/Outbound call center.
• Must type at least 45 wpm.
• PC Literate; have basic knowledge of Word and Excel.
• Must be flexible with work schedule to provide coverage for all shifts.
• Previous experience working in a high volume and customer service oriented environment.
• Ability to build and maintain rapport with client families through various communications channels such as telephone, social media and email.
• High school diploma or general education degree (GED).
• Ability to work both independently and efficiently in-office and remotely (Hybrid) as well as part of a team.
• Must be able to work weekends and holidays. 

PREFERRED QUALIFICATIONS

• Minimum 2 years of experience with inside sales.
• Previous experience with outbound warm lead calling, inside sales, telemarketing, and/or salesforce.

COMPETITIVE BENEFITS

Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry. 

Click here to learn more about our benefit offerings