Family Service Advisor

Job Description

Family Service Advisor
Catholic Diocese of Portland, Maine

The Family Service Advisor (FSA) reports to the Manager of Family Services and is responsible for working with families and individuals to make at-need burial arrangements, Advance arrangements to purchase property and services, and memorialization products.

At Need / Advanced Planning
o The FSA is a guide and resource to families during the At Need process as well as Advanced Planning. This process can include purchasing burial rights, services, and memorialization from the cemetery.
o The FSA uses a Family Focus First approach while sharing the family's journey, including attending cemetery services.
o Being able to listen to and understand the family's needs is crucial in helping families make informed decisions.
o The FSA educates families about the different burial rights options that are available within the cemetery.
o The FSA educates families about the service fees that the cemetery charges.
o The FSA educates families about memorialization options for their loved ones.
o The FSA communicates with the monument company about the family's memorialization orders.
o The FSA works with funeral directors to schedule services at the cemetery and coordinate payment of cemetery fees.
o The FSA is a resource to families about Catholic teaching regarding respect for human remains and burial.
o The FSA is responsible for meeting sales goals assigned by management.

Administration Responsibilities
o Use cemetery software to create internment & sales documents.
o Use cemetery CRM software to document all family interactions.
o Turn all completed documentation into the site administrator in a timely manner.
o Issue work orders for burials, inquiries about family lots, and maintenance to the grounds supervisor.
o Update and help coordinate the cemetery burial schedule.
o Use effective communication skills in all interactions.
o Generate reports and status updates to the manager as required.
o Perform other administrative & reporting tasks as directed by management.

Outreach
o Participate in parish outreach events regarding the education of cemetery services.
o Contact leads and referrals to schedule appointments for Advanced Planning
o Communicate with families after Advanced Planning meetings to see if they have questions regarding what you presented to them.
o Complete file review phone calls

Qualifications
o Knowledge of Catholic faith, rituals, and traditions
o Excellent Interpersonal and communication skills, both in-person, on the telephone, and via email.
o Highly organized, detail-oriented, and excellent time management skills
o Ability to work calmly in difficult situations and under pressure.
o Experience in sales with direct customer interaction.
o Proficiency in the use of computers, software, and technology

Benefits include medical, dental, and vision, 85% employer paid
6% of salary contribution to retirement, 403b available
Generous vacation and sick paid time, and upon Supervisor approval, may work remotely 1-2 days upon completion of 6 months of employment.
Please send your cover letter and resume to hr@portlanddiocese.org
Questions, call 207-773-6471

About the Employer

The Roman Catholic Diocese of Portland, Maine, serves the entire State of Maine.