Sr Client Engagement Specialist

About the Role

The Client Engagement Specialist will use a multi-channel communication system to provide information and secure appointments for Advance Planning from client families responding to Marketing promotions. This position offers an opportunity to learn how all of Forest Lawn’s departments operate and gain valuable experience in a fast-paced, professional, and service-oriented environment.

Responsibilities

• Educate and empower client families on the value of preplanning.
• Interact with families over multi-channel phone, email, chat, and social media to determine their pre-planning needs.
• Deliver prompt, accurate, and courteous customer service via phone, chat, email, and social media.
• Work with the manager to consistently achieve appointment-setting goals.
• Utilize and monitor social media leads to achieve appointment-setting goals.
• Use a CRM system to track incoming calls related to Advance Planning and general inquiries.
• Answer families’ basic questions about funeral arrangements, packages, services, and property.
• Actively listen, ask probing questions, understand concerns, and overcome objections to guide 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

• Bilingual in Spanish (read and write) or Armenian (speak).
• Minimum of 1-2 years’ experience within an inbound/outbound call center.
• Must type at least 45 words per minute.
• PC literate with basic knowledge of Word and Excel.
• Flexible work schedule to provide coverage for all shifts, including weekends and holidays.
• Previous experience 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 as part of a team, in-office and remotely (hybrid).

Preferred Qualifications

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

Benefits

Forest Lawn offers an excellent benefits package that is competitive with those in other industries.

All job applicants who receive a job offer will be required to voluntarily submit to a drug screening test. Forest Lawn participates in the federal government’s E-Verify program to confirm employment authorization for newly hired employees.