Family Service Manager

Why Work for Forest Lawn Cemetery and Mausoleum?

Service

* At every level, our dedicated team members display a strong work ethic and commitment to our core values, respect for the family, the profession, and the individual.

* Work with leading experts in the funeral and cemetery profession.

Benefits

* Financial assistance programs encouraging employees through education and development in industry related subjects.

* Robust Health and Welfare Plans, and savings account options, designed to support your personal needs, enhance well-being and help navigate life's challenges.

* Rich 401k and Roth Retirement Plan options available for both Full Time and Part Time employees along with a Company Match.

* Variety of Vacation, Personal Days and Sick Days based on your role emphasizing the importance of physical and emotional replenishment for our team.

* Employee Discounts on services, merchandise, and property to help our team members in their time of need.

Culture

* We value honesty, courage, integrity, ethical behavior and the development of personal growth.

* We are rooted in the communities to provide a personal touch to every family we serve.

* We believe in the value of funeral and cemetery service, drawing on decades of experience to create the best experience for our families.

Summary/Objective

This position will be responsible for supervising/training Family Service Counselors with establishing a professional relationship with the client families to ensure all needs are met and all options pertaining to interment verifications, blind checks and memorials exceeds the families' expectations.

Essential Functions

* Performs duties in a professional and caring manner with personal appearance, honesty, integrity and ethical business acumen.

* Provides tours and guides families to the cemetery lot location.

* Builds relationships, ensures excellent service and develops potential referrals while attending services and visitations for client families; schedules and conducts aftercare appointments to ensure client family satisfaction and obtain referrals.

* Ensures compliance within state and industry regulations and in accordance with company policies and procedures by accurately completing required documents, insuring proper interment verification process and conducting random audits.

* Maintains strict adherence to pricing structures, meeting required timelines by submitting all contracts, required documents and payments to the Business Office.

* Reports to the Sales Manager all progress, completes and submits all required reports timely.

* Follows up with Counselors that memorial renderings, processes and timelines are met.

* Actively pursues the development of new prospects and community-based contacts by conducting presentations that highlight merchandise, services and the benefits of pre-need arranging at business locations, client family homes and public community events.

* Sustains positive communication and cooperation with all funeral homes, departments and team members to ensure a service that exceeds the family expectations.

* Consistently meets or exceeds company standards in revenue generation to maintain employment and benefits eligibility status.

* Protects confidentiality of company and client family information, including but not limited to sales and marketing programs, materials, names and addresses of client families and any additional related information.

* Participates in all required specific location and company training initiatives.

* Conveys facts and information clearly in written or spoken communications in a timely manner to the Counselors i.e. charts, logs.

* Supports the co-workers with coaching, training, mentoring, transparency, accountability and prioritization.

* Ensures co-workers are aware of the Park Lawn Mission Statement, Handbook and Safety procedures.

* Works productively with minimal supervision; achieve work objectives in a timely manner.

* Responds positively and productively to new initiatives or changes in priorities.

* Performs other duties as assigned.

Competencies

* Communication Proficiency.

* Teamwork Orientation.

* Detail Orientation.

* Customer Service Orientation.

* Time Management.

Required Education, Experience, Certifications and Licensure

* Bachelor's degree or equivalent combination of education and experience strongly preferred.

* Certified in all processes and procedures as it relates to the family service guidebook, interment verification, blind check (I.R.L.A., IOA, etc.)

* Proven track record of success in outside sales production strongly preferred.

* May require the possession (or ability to obtain) an insurance license as required by applicable state law.

* Valid state issued driver's license in good standing and acceptable driving record.

Additional Eligibility Qualifications

* Able to read, write and speak English fluently. Bilingual is a plus.

* Attend and perform work in a professional and courteous manner in accordance with the employer's requirements.

* Demonstrated willingness to…