JOB DESCRIPTION: Community Service Specialist (CSS)
JOB SUMMARY AND RESPONSIBILITIES
Under general supervision of Manager of Community/Family Service (MCFS) or Director of Community and Family Service (DCFS), the CSS customarily and regularly sells preneed cemetery and/or funeral home services, property and merchandise away from the Company’s business locations in accordance with the goals established by executive sales management. Transactions are preneed only and primarily conducted in a client family’s home.
Typically reports to a MCFS or DCFS.
SCOPE OF RESPONSIBILITY AND AUTHORITY
All job functions and requirements are carried out within the context and framework of Stewart Enterprises’ mission, stated values and ethical guidelines as well as policies, procedures, schedules and local, state, federal and other regulatory requirements.
This position has the following major responsibilities:
Sells Company cemetery and/or funeral home services, property and merchandise in accordance with established sales objectives and procedures in advance of need.
Completes contracts and other documents as required to provide sales and customer service in accordance with Company policies and based on the funding mechanism utilized (cash, installment sales, trusts or insurance).
Develops sales leads through personal contacts, telephone solicitation activity and group marketing activities such as direct mail, media advertising or community outreach programs. Enters all leads into CRM, the Company’s lead management system.
Sets appointments and makes presentations in prospective client family homes or at the Company’s business location for the purpose of selling funeral and cemetery prearrangements.
Whenever practical, attends visitations, funeral and/or interment services of client families. Expresses personal interest and concern for the family and strengthens relationships for follow-up calls and appointments with extended family, friends and associates directed to preneed sales presentations.
Attends meetings and group activities as directed.
Provides client family services in support of the primary outside sales responsibility. Answers questions, escorts visitors, researches client family files and records and assists client families as needed.
8. Maintains records of personal sales activity and performance results in the manner prescribed by the Company.
Travels frequently to make sales and often meets with client families in their homes.
Refers to next level of management for any deviation from prescribed policies or procedures including, but not limited to, prices, credit, discounts, contract terms and conditions of sale.
Addresses and resolves customer service issues in a timely manner.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor’s degree or Associate’s degree preferred
High school diploma or general education degree (GED) is required
At least 1 year of sales experience is required
Depending on funding mechanism for products sold, may require a license (e.g. life insurance or cemetery) or the ability to obtain a license. Certain states require a funeral director license to sell preneed funerals and/or insurance.
A valid driver’s license, good driving record and state required automobile insurance are required.
Ability to read and interpret Company policies, procedures, contracts and customer files such as ownership records. Ability to respond to common inquiries or complaints from customers, co-workers or members of the business community. Ability to effectively present information to client family members, co-workers and management.
Must know how to use a personal computer and should have a strong knowledge of Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint). Experience using CRM and HMIS a plus.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. Ability to apply concepts of basic mathematics.
Ability to concentrate and complete moderately complex forms. Ability to interpret instructions and answer questions.
The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, move about, ambulate or commute. Requires the ability to travel to local sites for appointments to routinely make presentations in client family homes.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level of the work environment is usually moderate. It is often necessary for this position to travel frequently within the immediate area.
The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
O death! Where is thy sting? Nowhere, if Stewart Enterprises has anything to do with it. The #2 provider of funeral services in North...