Family Services Specialist; Auburn, WA)

We're the creators of soil transformation, an environmentally-friendly alternative to burial and cremation. Over a 30-45 day process, we gently transform a body into nutrient-rich soil. Families receive a portion of this soil - to scatter or plant - and the remaining soil is sent to conservation land that we acquire, to restore and protect it for future generations. Our experience is environmentally friendly, digital-first and underpinned by best-in-class family care.

As a Family Services Specialist, you'll serve as the primary point of contact for families, ensuring they receive exceptional support throughout their journey with us. Based at our Auburn, Washington facility, you'll combine in-person relationship building with comprehensive customer service to deliver an outstanding family experience.

You'll be the person families get to know  a typical day you'll lead about three tours of our Auburn facility, in person and virtually, walking families through our process and what makes Earth's approach distinctive. Between tours, you'll be their trusted resource by phone, email, and support ticket: answering questions about their arrangements, explaining billing and coverage clearly, and making sure every family feels informed and cared for.

You’ll need to know everything about Earth, from our process and pricing to contracts, billing, and partner coverage, because families and teammates will rely on you for answers. This is a jack-of-all-trades role on a small team where everyone covers for each other. The best people in it are proactive: they see what needs doing and assign it to themselves without waiting to be asked.

• Tour conversion: how many of the families you tour go on to choose Earth.

• Reconciliation completion: keeping family accounts and contracts reconciled accurately and on time.

• Conduct virtual and in-person tours of the facility (about three per day), educating families about our process, explaining what sets Earth apart from other providers, and answering their questions with warmth and professionalism.

• Host and facilitate webinars that provide education and support to prepaid families, helping them understand their arrangements and feel confident in their choice.

• Answer incoming calls from families with questions about their prepaid arrangements, providing empathetic support and clear guidance, including de-escalating billing questions and misunderstandings.

• Manage support tickets efficiently, ensuring all family concerns are documented, tracked, and resolved in a timely manner.

• Cover for teammates on help desk tickets and phone lines so families are never left waiting.

• Partner closely with our insurance and travel protection partners to coordinate benefits, resolve coverage questions, and ensure seamless service delivery for families.

• Maintain accurate records in our systems, ensuring all contracts are properly documented, up-to-date, and compliant with company standards.

• Complete account and contract reconciliations accurately and on schedule.

• Proactively identify and resolve potential issues with family accounts or contracts before they become problems, taking ownership of open work and assigning it to yourself.

• Build relationships with prospective families, nurture trusted relationships with families after they sign, and remain a reliable resource when they need us most.

• 5+ years of professional experience, with at least 3 years in customer service, customer success, or family services.

  • Front-facing experience…