Note to current employees regarding application deadline 01/23/13 through 02/1/13
JOB DESCRIPTION: Family Service Specialist (FSS)
Compensation includes base plus incentives
FLSA or STATE EXEMPTION STATUS
JOB SUMMARY AND RESPONSIBILITIES
Under general supervision of Manager of Community/Family Service (MCFS) or Director of Community and Family Service (DCFS), assist clients at the time of need with fulfillment of their cemetery arrangements and/or the purchase of cemetery services, property and merchandise in accordance with the goals established by executive management. Transactions are primarily at-need, but FSS is to offer additional preneed cemetery property or merchandise to all the clients during the initial at-need arrangement conference. In addition, this position performs all necessary paperwork and service tasks in accordance with the Cemetery SOP and may perform various service and client relations activities.
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:
Sets appointments and makes at-need presentations at Company locations in accordance with the goals established by executive management.
Assists families at the time of need with cemetery service and final disposition arrangements, including cemetery property and merchandise. This includes all necessary paperwork and follow-up service steps to complete the at-need case in accordance with the Company’s Cemetery SOP.
Provides cemetery tours to all at-need families and offers upgrading opportunity to clients as part of the arrangement conference.
Sets or confirms the follow-up aftercare appointment, handled by the Preplanning Specialist(s), with the client.
Makes preneed cemetery sales during the initial at-need arrangement conference. This includes completion of all necessary paperwork required by the funding mechanism utilized (cash, installment sales, trusts or insurance).
Completes contracts and other documents as required to provide at-need services, sales and customer service in accordance with Company policies.
Provides client family services in support of the primary at-need service and sales responsibility. Services include attending at-need/interment services to ensure services run smoothly and the client’s family needs are met, answer questions, escorting visitors, researching client family files and records and assisting client families as needed.
Develops sales leads for the Preplanning Specialist(s) when applicable through personal contacts, telephone activity and group marketing activities such as community outreach events, and provides all leads to the MCFS or DCFS to be entered into the Company’s lead management system, and assigned to a Preplanning Specialist.
Attends meetings and group activities as directed.
Maintains records of personal activities and performance results in the manner prescribed by the Company.
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 experience in a service related role (e.g. customer service, education, medical or finance) is required*
At least 1 year of sales experience is preferred*
- Combination of service and sales experience can be used to meet at least 1 year 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.
Must be able 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, 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.
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.
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.