Lead Intake Specialist

Job Description

Job Description

$23.00/hour during initial training period. After training, $17.13/hour plus monthly performance incentive. Target annual compensation for a strong performer is approximately $65,630.

Bonney Watson has served families in the Puget Sound region for generations. We are a funeral home and cemetery company, but more than that, we are a team of people who help families through some of the most important and emotional decisions they will ever face.

We are looking for someone who understands that the first phone call matters.

When a family calls us, they may be grieving, overwhelmed, planning ahead, comparing options, or simply trying to figure out what to do next.

The person in this role will often be the first voice they hear. That means tone, confidence, care, and follow-through matter.

This is not a basic receptionist position. This is a family-facing, performance-based intake and appointment-setting role.

The Lead Intake Specialist is responsible for handling inbound family inquiries, identifying the caller’s needs, providing calm and helpful guidance, and helping the family get to the right next step.

That next step may be an appointment with an FSD, a Funeral Director, an arrangement conference, a cemetery/property appointment, or another appropriate handoff.

The right person for this role will be warm, steady, organized, confident on the phone, and comfortable asking for the appointment when it is the right next step for the family.

Funeral industry experience is helpful, but not required. We can teach the industry. We are looking for the right person.

• Answer inbound family calls with professionalism, care, and confidence.
• Listen carefully to understand what the family needs.
• Identify whether the call is at-need, imminent need, pre-need, cemetery, funeral, cremation, memorialization, or general planning.
• Ask thoughtful questions without making the family feel rushed or overwhelmed.
• Provide general guidance and approved price-range information when appropriate.
• Help families understand why meeting with the right Bonney Watson professional is the best next step.
• Schedule appointments with an FSD, Funeral Director, or appropriate team member.
• Complete warm handoffs when needed.
• Accurately document calls, appointments, follow-up needs, and call outcomes.
• Follow Bonney Watson call standards and participate in call coaching, roleplay, and ongoing training.
• Maintain a high level of professionalism, compassion, and accountability.

Success in this role is measured by both results and quality.

The Lead Intake Specialist is expected to help convert qualified inbound opportunities into scheduled appointments or documented next steps while maintaining a strong family experience.

Key performance areas include:

Appointment capture rate

Call quality score

Documentation accuracy

Appointment follow-through

Professionalism and teamwork

Ability to follow the approved call process

Coachability and improvement over time

This role includes monthly performance incentives tied to appointment capture and call quality.

During the initial 60-day training period, the position pays:

$23.00 per hour

After the training period, the compensation structure changes to:

$17.13 per hour plus monthly performance incentive

Target annual compensation for a fully performing Lead Intake Specialist is approximately:$65,630 annually

The monthly incentive is based on:

75% appointment capture performance

25% call quality and performance score

The incentive plan is designed to reward someone who can handle calls with care, guide families with confidence, and consistently secure the right next step.

The ideal candidate is someone who…