Family Services Advisor

We are seeking a compassionate and service-focused Family Services Advisor for a direct hire opportunity in Los Angeles, CA. This role supports families as they make cemetery and mortuary arrangements before or at the time of need, providing guidance, information, and care during important and often sensitive decisions. This is a meaningful opportunity for a professional who combines consultative sales ability with exceptional empathy, professionalism, and attention to detail.

The work environment values integrity, diversity, respect, collaboration, quality, and kindness, with a strong emphasis on supportive teamwork and high standards of service. Qualified applicants are welcome regardless of religion, faith, or religious affiliation. The ideal candidate will be comfortable working one on one with families, managing sensitive conversations, coordinating details across departments, and ensuring each family receives a thoughtful and respectful experience.

• Provide callers, visitors, and families with clear information regarding available cemetery and mortuary planning options.
• Meet with families to understand their needs and guide them through pre-need and time-of-need arrangements with empathy and professionalism.
• Collaborate with internal departments to prepare for family meetings and ensure all service details are handled accurately.
• Conduct contract and document research, support memorial marker planning, and complete aftercare follow-up.
• Enter, update, and track family inquiries, leads, and service details in CRM software through completion.
• Maintain confidentiality, accuracy, and a high level of service while managing multiple priorities in a sensitive environment.

• Salary: $79,996 per year.
• Job Type: Direct hire.
• Schedule:
  
  Must be able to work Saturdays and Sundays according to the rotation schedule.
• Life insurance license support:
  Company will pay for the selected candidate to obtain a required life insurance license.

• Guide families through cemetery and mortuary planning options before or at time of need.
• Manage family meetings, service details, documentation, and aftercare follow-up.
• Track leads, inquiries, and family service activity through CRM software.
• Collaborate with internal teams to ensure a seamless and compassionate family experience.
• Strong customer service skills with the ability to communicate professionally, empathetically, and sincerely.
• Excellent listening, verbal, written communication, and presentation skills.
• Ability to exercise sound judgment, privacy, discretion, and confidentiality.
• Strong organizational skills with the ability to plan, prioritize, and shift quickly between tasks.
• Demonstrated initiative with the ability to work independently and as part of a team.
• Strong problem-solving skills, accuracy, and attention to detail.
• Positive, professional attitude and demeanor, with the ability to model values of integrity, diversity, respect, collaboration, quality, and kindness.
• Proficiency with Microsoft Office, including Outlook.
• Comfort using CRM software to consistently track leads and inquiries through completion.
• Ability to apply a consultative sales process with a strong customer service focus.
• Ability to properly use and follow a customer service call rotation system.
• Life insurance license required, or ability to obtain one with company-paid licensing support.
• Relevant professional experience in customer support, client care, family services, consultative sales, or a related field.

• College degree preferred but not required.
• Minimum of 2-4 years of consultative sales experience preferred.
• Experience working in a sensitive, service-oriented environment where…