Family Service Advisor

The Pre‑Planning Advisor (PPA) is a self‑starter expected to achieve their quota (pacesetter) target by selling pre‑need arrangements and services. The PPA serves families in a professional, caring and timely manner, follows up and generates referrals from client families, and develops relationships with the community.

• Lead Generation – consistently network and build relationships to generate recommendations for both at‑need cemetery arrangements and pre‑need arrangements using company tools, processes and standards.
• Hold self accountable for prospecting a minimum of 4 hours every day (if working 8 hours), such as approaching families face‑to‑face during events, door‑knocking or hosting group seminars.
• Obtain referrals from families served by the location by following up through visits after the service.
• Network and build community and civic relationships.
• Explain and present Dignity Memorial® Personal Planning Guide presentations to families served and referred families.
• Maintain and track activity levels to ensure productivity.
• Remain flexible with schedule to achieve results; often works nights and weekends.
• Build Relationships with Families – establish and maintain strong business relationships with families by connecting with them, resolving their concerns and needs, and committing to follow through.
• Respond to client inquiries in a timely, respectful, sensitive and professional manner.
• Support families in time of grief with acts of kindness.
• Connect with families through listening, honest communication and genuine concern.
• Develop an understanding of each family’s unique needs and offer solutions that provide value to them.
• Stay in touch with families to ensure satisfaction.
• Prepare for all appointments and perform all procedures with professionalism and attention to detail.
• Provide service beyond expectations to ensure satisfaction and to form the foundation for future sales based on long‑term relationships.
• Build trust‑based relationships to earn the right to ask for referrals.
• Earning referrals to offer protection to protect family members and relatives by educating them on the benefits of pre‑planning.
• Teamwork – consistently build relationships and work cooperatively with the Funeral Director and other funeral home and/or cemetery staff.
• Collaborate and team with funeral directors, location managers, and other members of funeral home and/or cemetery staff to provide seamless, high‑quality service.
• Represent a continuous link from services provided at need, through aftercare, to providing services to protect families in the future.
• Thoroughly and completely review previous services and contacts with families to prepare to support current needs and/or sales.
• Act as one team, setting arrangement continuation visits within two to three days after the service.
• Share family concerns with the rest of the SCI team.

• Education:
  
  High school education or equivalent; 1‑2 years of college or equivalent experience.
• License:
  Current state/province issued driver’s license with an acceptable driving record. In states/provinces where required, must hold a Funeral Director’s License to perform this role.
• Experience:
  
  Sales experience or one to two years in the industry, or equivalent education. Previous experience with Customer Relationship Management (CRM) systems is a plus.
• Knowledge, Skills and Abilities:
  
  Basic computer and technology skills within a sales environment; ability to work well in a team as well as independently; willingness to work beyond “standard” hours as needed; good driving record; strong work ethic; high level of integrity; creative, outgoing and energetic; comfortable presenting in front of others; desire to help others; bilingual or knowledge of another language is a plus.