Senior Client Engagement Specialist

5 days ago


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

About the Role

The Client Engagement Specialist will play a vital role in providing exceptional customer service to client families, educating them on the value of pre-planning, and securing appointments for Advance Planning. This position offers a unique opportunity to learn about Forest Lawn's departments and gain valuable experience in a fast-paced, professional environment.

Key Responsibilities

  • Educate and empower client families on the benefits of pre-planning.
  • Interact with client families through various communication channels to determine their pre-planning needs.
  • Deliver prompt, accurate, and courteous customer service to client families.
  • Work with the manager to achieve appointment setting goals.
  • Utilize social media leads to secure appointments.
  • Track incoming calls and general inquiries using the CRM system.
  • Answer client families' questions about funeral arrangements, packages, services, and property.
  • Actively listen to client families' concerns and provide guidance and direction.
  • Direct and transfer callers to other departments as needed.
  • Gather client families' information and route qualified opportunities to secure appointments.
  • Stay up-to-date on product and service knowledge to answer client families' questions accurately.

Requirements

  • Bilingual in Spanish-Read and Write; or Armenian-Speak.
  • Minimum of 1-2 years' experience in an inbound/outbound call center.
  • Must type at least 45 wpm.
  • PC literate with basic knowledge of Word and Excel.
  • Must be flexible with work schedule to provide coverage for all shifts.
  • Previous experience working in a high-volume, customer service-oriented environment.
  • Ability to build and maintain rapport with client families through various communication channels.
  • High school diploma or general education degree (GED).
  • Ability to work both independently and efficiently in-office and remotely, as well as part of a team.
  • Must be able to work weekends and holidays.

Preferred Qualifications

  • Minimum 2 years of experience with inside sales.
  • Previous experience with outbound warm lead calling, inside sales, telemarketing, and/or salesforce.


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