Senior Client Engagement Specialist (Call Center)

GREAT OPPORTUNITY

COMPENSATION

Hourly Minimum - Maximum$26.00 - $31.00

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.

Our benefits package* includes :

• Competitive Salaries
• Medical Insurance
• Dental Insurance
• Free Long Term Disability Insurance
• Free Life Insurance
• Supplemental Life Insurance
• Vision Insurance
• Flexible Spending Accounts
• Cash balance retirement plan 100% paid by FL
• 401(k) Plan with matching program
• Paid Vacation accrue up to 15 days / year.
• 10 paid holidays including two floating holidays in observance of your birthday and service anniversary
• Paid Absence Plan
• Study Plan 100% tuition reimbursement up to $5,000 / year for full time employees. Part time employees enrolled in a Mortuary Science program also eligible.
• Annual Merit Increases

Discounts for :

• Cemetery & Funeral Planning
• Forest Lawn Museum
• Flower Shops
• Movies & Other Attractions

Other Additional Benefits :

• Employees Meetings Recognition of Employee’s Length of Service / Retirees
• Rideshare Program
• Direct Deposit
• Package Deliveries
• Property Referral

And much more!

• Benefits subject to change. For a complete listing of benefits, please consult Human Resources at time of application.
29 days ago