Family Service Representative

Position Summary

The Family Service Representative is a compassionate and results-driven sales professional responsible for providing exceptional service to individuals and families throughout the Diocese of Cleveland. This position focuses on educating families about Catholic Cemeteries Association (CCA) burial products and services, developing relationships, generating sales opportunities, and guiding families through pre-need and at-need arrangements. The Family Service Representative works closely with Funeral Directors, Pre-Planning Coordinators, and the Director of Sales to assist families with cemetery planning, conduct sales consultations, present options, prepare contracts, and provide ongoing support throughout the decision-making process. This position requires strong relationship-building skills, a consultative sales approach, and the ability to represent CCA professionally at cemetery locations, community events, seminars, educational programs, and off-site meetings.

About the Role

Location: Holy Cross, Cleveland 14609 Brookpark Rd. Brookpark, Ohio 44142
Hours: Office Hours: Monday - Friday, 8:30 a.m. - 4:30 p.m. Rotating Saturdays 8:30 a.m. - 12:00 p.m.

Compensation

Compensation: This position offers a competitive sales compensation structure consisting of a $30,000 annual draw against commission. The draw provides guaranteed compensation while allowing Family Service Representatives the opportunity to increase earnings through successful sales performance. Total annual compensation potential ranges from $30,000 to $100,000+, based on individual sales performance, achievement of established goals, and overall contribution to organizational growth. High-performing representatives have the opportunity to earn above the stated range through commission incentives.

Key Responsibilities

• Educate and assist families with cemetery burial needs on a pre-need or at-need basis through a compassionate, consultative sales approach.
• Conduct family appointments, sales presentations, and follow-up meetings to identify needs and recommend appropriate cemetery products and services.
• Present cemetery options, explain pricing and payment options, provide accurate pricing and credit information, and complete sales contracts and related documentation.
• Maintain accurate customer records, sales activity reports, inventory information, and required documentation.
• Develop and maintain professional relationships with families, Funeral Directors, clergy, elder care professionals, community organizations, and other referral partners.
• Regularly conduct outside sales activities, including meeting prospective and existing families, developing referral relationships, attending community events, and generating new business opportunities through in-person appointments conducted both within and outside the primary office location.
• Collaborate with the Director of Sales to identify customer needs and provide feedback regarding inventory, products, and services.
• Participate in pre-planning events, community outreach programs, educational seminars, and off-site presentations to promote CCA services.
• Attend sales meetings, industry events, seminars, training programs, and professional development opportunities as appropriate.
• Represent Catholic Cemeteries Association with professionalism, compassion, and integrity at all meetings, events, and community engagements.
• Work collaboratively with the Director of Sales and Pre-Planning Coordinator to achieve individual and organizational sales goals.
• Manage appointments, sales activities, and follow-up responsibilities independently while maintaining accountability for results.
• Follow all company policies, procedures, ethical standards, and professional expectations.
• Perform other duties as assigned by management.

What You Will Need to Succeed

• Bachelor’s degree preferred or equivalent experience in sales, marketing, business development, or a related service industry.
• One (1) to three (3) years of sales, customer service, relationship management, or business development experience required.
• Cemetery, funeral, insurance, financial services, or consultative sales experience preferred.
• Strong presentation, communication, negotiation, and relationship-building skills.
• Ability to manage multiple priorities, appointments, and customer relationships effectively.
• Ability to manage difficult or emotional customer situations with professionalism and empathy.
• Self-motivated with the ability to work independently and manage time effectively.
• Ability to take initiative and develop creative approaches to achieving sales goals.
• Strong presentation skills with the ability to communicate ideas clearly and effectively.
• Excellent verbal and written communication skills.
• Active listener with the patience and ability to respond thoughtfully to questions and concerns.
• Dependable, professional, and responsive to management direction.

Physical Demands

• Ability to regularly walk cemetery grounds.
• Ability to occasionally lift or move up to 25 pounds.
• Ability to travel to and participate in meetings, events, and appointments at various locations.

Work Environment

• Position includes appointments and meetings at cemetery offices, family residences, community locations, and other off-site venues.
• Regular participation in seminars, educational programs, networking events, sales meetings, and community outreach activities is required.
• Work may involve both office and outdoor cemetery environments.