Family Service Advisor

Location: Calvary Cemetery and Funeral Center
Position Status: Full Time

Schedule

In office Monday through Saturday (5 days as assigned), 8:00am – 4:30pm or 8:30am – 5:00pm with a half-hour lunch. Occasional off-site and evening meetings.

Pay

$25.00 per hour + Commission

About the role

A Family Service Advisor (FSA) is committed to meeting the goals and objectives of Catholic Funeral & Cemetery Services of the Diocese of Sacramento, Inc. (CFCS), which include serving families that come to or contact our cemeteries and funeral homes to arrange “at-need” and “pre-need” burials as well as “pre-need” funerals. FSAs generate sales leads and referrals, complete sales to meet goals, coordinate and collect payments, and maintain effective communication with funeral homes and cemetery staff. The FSA reports to the Director of Sales or another assigned manager.

Responsibilities

• Counsel families making “at-need” and “pre-need” burial arrangements as well as “pre-need” funeral arrangements.
• Coordinate all cemetery details for committals with the funeral center and outside funeral homes to plan, set, and execute the committal without error.
• Communicate and coordinate with families, funeral and cemetery teams, and respective funeral homes as needed.
• Develop rapport with families with an emphasis on ministry and service.
• Provide information to families to help them make well-informed cemetery and/or “pre-need” funeral arrangements.
• Acquire and retain knowledge of policies and procedures to assist families with changes or exchanges of cemetery items or pre-need funeral plans and complete company change orders in a timely manner.
• Communicate clearly and effectively with grounds staff to ensure all documents, maps, and work orders are uploaded and accurately set on committal calendars.
• Meet the funeral cortege at the place of interment and remain throughout the Committal Service to support the family when needed.
• Assist families with the development, design, and approval of memorials.
• Address family complaints and advise supervisors immediately.
• Comply with all Diocese of Sacramento and CFCS policies, instructions, and directives.
• Serve families based on a rotation schedule set by management.
• Attend scheduled training and sales meetings.
• Participate in Parish and Community Outreach events.
• Seek opportunities in non-traditional Community Outreach activities targeting CFCS demographics.
• Accurately prepare and process documents including burial books, card files, sales maps, contracts, work orders, receipts, and other forms.
• Assist in training fellow Family Service Advisors as required.
• Meet and exceed minimum standards listed in the Commission Policy.
• Utilize FACTS (or other assigned database management software) for managing leads, family activity, and monitoring status assignments.
• Follow up on all leads in a timely manner to set appointments for Advanced Planning.
• Perform other duties as assigned.

Requirements

• High school diploma or GED required; college degree preferred.
• 3–4 years’ experience in sales, customer service, or related fields with direct public contact.
• Documented successful track record.
• Valid California Driver’s License and proof of insurance.
• Pass a background check.
• Knowledge of Catholic Cemeteries and Family Services Program policy and procedure.
• Interpersonal skills including tact, patience, and diplomacy.
• Proficiency in modern office methods and software (e.g., Word, Excel).
• Basic math computations.
• Strong oral, written, and interpersonal communication skills.
• Bilingual (Spanish or Tagalog) preferred.

Physical Requirements

• Involves sitting, standing, and walking, plus occasional exertion up to 30 pounds of force to move objects.
• Physical agility required for bending legs and spine downward and/or forward.
• Physical ability to sustain movements of fingers, wrists, hands, and/or arms.
• Ability to express or exchange information by spoken or written word.