What You'll Do
As an Family Services Advisor with Memorial, Mortuaries and Cemeteries , you'll be responsible for working with at-need families, conducting aftercare visits, and for generating pre-need sales primarily through referrals.
This position reports to the Sales Manager. Compensation is a Base Plus plan.
Other duties :
- Provide service to families that surpasses their expectations
- On days assigned by the Sales Manager, meet families at the cemetery for an arrangement conference to set an appointment for the aftercare visit
- Conduct an aftercare visit with each client family within one week of the burial
- Follow-up on referrals obtained during the aftercare visit within two weeks
- Effectively conduct an aftercare visit, preferably in the client’s home, for each family assigned
- Effectively conduct an average of 4 to 6 pre-need sales presentations per week using Memorial-furnished materials only
- Generate leads through referrals, deed delivery, park roaming, introductory calls, and networking within the community.
This generally requires 10 to 18 hours of prospecting per week
- Use 4-3-2-1 Daily Goals : each day, try to find 4 qualified prospects, set 3 appointments, give 2 pre-need presentations and make 1 sale
- Average a minimum of 6 pre-need presentations and 2 pre-need sales per week, with a minimum average of $2,500 per sale
- Contact Memorial-generated leads within 72 hours for an appointment and / or presentation
- Meet or exceed sales performance criteria as established by the Sales Manager and Memorial
- Ensure compliance with the Sales Guidelines, company policies and federal, state and local regulations during all business interactions and when preparing required documentation
- Communicate daily progress to the Sales Manager
- Respond to client inquiries in a timely, respectful and accurate manner
- Any other duties as directed by management except that the FSA will never have any physical contact with the remains of the deceased at any time
- Appearance and dress must be professional at all times, whether at the cemetery or client’s home
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Requirements
What You Need to Get the Job Done
Relationship Building : Working to maintain friendly relationships with people (internal / external) who are or might someday be important to achieving work-related goals.
- Establish trusting relationships with administration staff and the grounds crew at the cemetery
- Establish good relationship with peers (help each other, share best practices, honor lead protection, etc.)
- Be visible in the community
Communication : Able to accurately listen, understand and respond appropriately during interactions. Share relevant information and keep others informed.
- Clearly and simply communicate information (verbally or in writing)
- Understand non-verbal clues and respond to them appropriately
- Listen actively listen to and be informed by the perspective of others. Ask probing questions for clarification seek to understand
- Persuade or convince others through use of effective interpersonal communication
- Adapt communication style to the level of the listener (up or down)
- Explain reasons for action to others
- Consider how others are affected by information shared and adjust communication and style to meet those needs
- Be approachable
Business Conduct : Demonstrate a standard of behavior in the work place that is consistent with the image expected by our customers and employees.
- Set a good example (clean, well-groomed, well-spoken, organized, calm, mature, professional, respectful)
- Act with integrity, honesty and openness
- Focus on fixing problems, not assigning blame
- Be accountable for your actions; acknowledge personal mistakes
- Maintain confidentiality
- Act in a lawful manner and follow company policies and procedures
- Honor commitments to customers
Drive for Results : Strive to deliver superior performance to achieve successful outcomes.
- Seek ways to improve your personal performance
- Take ownership of job responsibilities
- Be willing to work all hours persevere
- Practice continuous improvement in all elements of the job
- Set personal goals that are challenging but achievable
Working Conditions
- Frequent and considerable evenings and weekends
- Work will be required on certain holidays, such as Memorial Day
- Work is conducted from a variety of locations (cemetery, employee’s home or clients’ homes)
- The work deals with the emotions of others, including personal dealings that are emotional and draining
Benefitsundefined