JOB RESPONSIBILITIES

• Connects with families through listening, honest communication and genuine concern developing an understanding of each family’s unique needs, culture, and concerns.  Presents electronic presentations to customers, explaining services, products, and property options.  Drives company vehicle to show customer available cemetery plots or columbarium niches.  Discusses options with customer answering their questions to assist with making selections.  Enters selections into electronic contract.  Obtains supporting documents to verify customer authorization.  Review electronic contract selections with customer and obtain signature.   Obtain life insurance policy, payment, or discuss payment options.
• As the family’s primary contact, follows up with family as arrangements progress, address issues or changes, and resolve the family’s concerns.  Collaborates with funeral and cemetery teams to provide seamless, high quality service.  Takes initiative to resolve customer concerns, discusses concern and options with team members or management, obtains authorizations, and follows up with customer in person, phone, and/or email. 
• Greets and escorts immediate family.  Attends visitations, services, and receptions to answer guest questions or address and resolve issues.   Softly obtains warm leads from attending family and guests who express an interest in pre-need arrangements. 
• Review warm leads for potential customers, approximately 25% of workweek.  Places outgoing calls to warm leads establishing initial contact, listening to needs, and schedule a formal appointment.  Provides prospective customer with industry marketing materials.   At least twenty-four hours prior to appointment, confirms appointment; rescheduling as needed.  Prepares for appointments based on customers previously disclosed needs.
• Maintains leads in SalesForce.com database.  Monitors progress to achieve 4 to 1 close rate.   Utilizes on-line training tools to gain knowledge and skills as well as rehearse presentations for continual improvement.
• Learning to apply knowledge and skills to the business environment.  Works under guidance with work peer reviewed for accuracy, quality, and coaching.  Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance.  Exhibits accountability for behaviors.  Ensures compliance with local, state, and federal regulations.
• Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to work within new work structures, processes, requirements or cultures.  

MINIMUM Requirements

Education  

• High School Diploma or GED     
• College coursework at the sophomore level preferred.  In lieu of college courses, an additional two years of directly related work experience in business administration, sales, or marketing may be considered.           

Licenses

• Current state issued driver’s license with an acceptable driving record to drive company owned vehicles
• Life Insurance License as required by state regulatory board

Experience

• At least 1 year customer service or direct sales work experience

Knowledge, Skills and Abilities

• Bilingual in Spanish and English
• Computer skills
• Professional verbal communication skills
• Willingness to work in the death industry
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
• Ability to build professional and trusting business relations Cognitive ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
• Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
• Ability to comply with company policies including but not limited to punctuality/attendance, workplace safety, and project a favorable image of the company
• Available to work nights, weekends, and overtime
• Must be able to pass the Company’s internal presentation certification within thirty days of employment