The Information Office, centrally located at our Glendale location, is operated by a highly efficient, friendly and knowledgeable staff that is available 24 hours a day, 7 days a week to conveniently serve and direct our families’ needs. The Client Engagement Specialist will use a multi-channel communication system to provide information and secure appointments for Advance Planning from client families who are responding to a Marketing promotion such as ad generated leads. This position offers a wonderful opportunity to learn how all of Forest Lawn’s departments operate and gain valuable experience in a fast-paced professional and service-oriented environment that can advance into a meaningful career.
What You'll Be Doing
- Educate and Empower client Families on the value of Preplanning.
- Interact with families over multichannel phone, email, chat and social media with potential client families and communicates effectively to determine their pre-planning needs.
- Deliver prompt, accurate, courteous customer service to client families over multichannel systems via phone, chat, email and social media channels.
- Work with manager to consistently achieve appointment setting goals.
- Utilize and monitor social media leads to achieve appointment setting goals.
- Work with CRM system to track incoming calls related to Advance Planning as well as general inquiries
- Answer families’ basic questions relating to funeral arrangements, packages, services and property.
- Actively listen, ask probing questions, understand concerns and overcome objections to provide guidance and direction potential client families.
- Direct and transfers callers to other departments as requested.
- Gather client families’ information and routes qualified opportunities to secure appointment for Planning Advisor.
- 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.