Senior Client Engagement Specialist

17 hours ago


Glendale, California, United States Forest Lawn Memorial-Park Association Full time
Job Summary

The Client Engagement Specialist will be responsible for providing exceptional customer service to client families through various communication channels. This includes educating and empowering families on the value of pre-planning, interacting with families to determine their pre-planning needs, and delivering prompt and accurate customer service. The ideal candidate will have a strong ability to build and maintain rapport with client families and work effectively in a fast-paced environment.

Key Responsibilities
  • Educate and empower client families on the value of pre-planning
  • Interact with families to determine their pre-planning needs
  • Deliver prompt and accurate customer service
  • Work with manager to achieve appointment setting goals
  • Utilize and monitor social media leads to achieve appointment setting goals
  • Work with CRM system to track incoming calls and general inquiries
  • Answer families' basic questions relating to funeral arrangements, packages, services, and property
  • Actively listen, ask probing questions, and overcome objections to provide guidance and direction to potential client families
  • Direct and transfer callers to other departments as requested
  • Gather client families' information and route qualified opportunities to secure appointments for Planning Advisors
  • Stay up-to-date on product and service knowledge to answer client families' questions accurately
  • Consistently follow up on warm leads to create appointment opportunities for Planning Advisors
Requirements

The ideal candidate will have a minimum of 1-2 years' experience in an inbound/outbound call center, be bilingual in Spanish-Read and Write or Armenian-Speak, and have basic knowledge of Word and Excel. The candidate must also be flexible with work schedule to provide coverage for all shifts and have the ability to work both independently and efficiently in-office and remotely as well as part of a team. Additionally, the candidate must be able to work weekends and holidays.

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