Family Service Counselor Lead

Why Work for Warren Funeral Home and Cemetery?

Service

- At every level, our dedicated team members display a strong work ethic and commitment to our core values, respect for the family, the profession, and the individual.

- Work with leading experts in the funeral and cemetery profession.

Benefits

- Financial assistance programs encouraging employees through education and development in industry related subjects.

- Robust Health and Welfare Plans, and savings account options, designed to support your personal needs, enhance well-being and help navigate lifes challenges.

- Rich 401k and Roth Retirement Plan options available for both Full Time and Part Time employees along with a Company Match.

- Variety of Vacation, Personal Days and Sick Days based on your role emphasizing the importance of physical and emotional replenishment for our team.

- Employee Discounts on services, merchandise, and property to help our team members in their time of need.

Culture

- We value honesty, courage, integrity, ethical behavior and the development of personal growth.

- We are rooted in the communities to provide a personal touch to every family we serve.

- We believe in the value of funeral and cemetery service, drawing on decades of experience to create the best experience for our families.

Compensation

- Eligibility for base hourly pay, plus commissions earned and incentive potential based on achievement of performance-based goals.

Summary/Objective

This role is a working sales team leader responsible for achieving individual sales and revenue goals while providing day-to-day mentoring and coaching for Family Service Counselors. The Lead Family Service Counselor serves as a subject matter expert and resource for the Family Service team, ensuring that service standards, compliance requirements, and sales objectives are consistently achieved.

Essential Functions

- Conducts pre-need and at-need arrangement conferences with families.

- Builds professional and compassionate relationships with client families.

- Actively develops new prospects through networking, community involvement, presentations, events, and business development activities.

- Attends services, visitations, and family meetings to support clients and team members.

- Ensures family expectations are exceeded through outstanding customer service and follow-through.

- Conducts follow-up contacts, aftercare appointments, and referral-generation activities.

- Consistently meets or exceeds individual sales, production, and revenue goals established by the Company.

- Maintains accurate records, reports, logs, and documentation.

- Maintains strict adherence to pricing structures, contract requirements, and company sales processes.

- Accurately completes and submits all required contracts, paperwork, and payments within established timelines.

- Follows up to ensure memorial renderings, blind checks, interment verifications, and operational processes are completed accurately and on time.

- Conducts quality reviews and operational audits to ensure compliance with company policies and regulatory requirements.

- Provides timely updates and reports to the Sales Director and/or General Manager.

- Participates in all required company training programs and meetings.

- Maintains confidentiality of all company and client information.

- Assists management in ensuring adequate staffing and coverage for appointments, services, and events.

- Monitors workflow to ensure family needs are addressed promptly and professionally.

- Provides day-to-day leadership, guidance, and support to Family Service Counselors.

- Assists with onboarding and training new Counselors on company processes, products, sales techniques, compliance requirements, and customer service standards.

- Delivers ongoing coaching to improve sales effectiveness, customer experience, productivity, and operational performance.

- Serves as a resource for Counselors regarding customer concerns, sales situations, company procedures, and operational questions.

- Encourages teamwork, accountability, professionalism, and a positive work environment.

- Communicates operational updates, procedural changes, and organizational initiatives to the Family Service team.

- Promotes a culture of service excellence and professionalism.

- Performs other duties as assigned.

Competencies

- Sales Leadership

- Coaching and Developing.

- Relationship Building.

- Communication Proficiency.

- Teamwork Orientation.

- Detail Orientation.

- Customer Service Orientation.

- Time Management.

Required Education, Experience, Certifications and Licensure

- High School Diploma or GED required.

- Minimum of three (3) years of successful sales experience in cemetery, funeral, preneed, insurance, financial services, or other consultative sales environments required.

- Minimum of two (2) years of experience coaching, mentoring, training, leading workgroups, or serving in a lead role required.

- Demonstrated track record of consistently meeting or exceeding sales and revenue goals required.

- May require the possession (or ability to obtain) an insurance license as required by applicable state law.

- Valid state issued drivers license in good standing and acceptable driving record.

Preferred Education, Experience, Certifications and Licensure

- Associate's degree in Business, Marketing, Communications, Management, Human Services, or a related field preferred.

- Bachelor's degree in Business Administration, Marketing, Communications, Management, Human Services, or a related field strongly preferred.

- Five (5) or more years of successful cemetery, funeral, or preneed sales experience.

- Previous experience serving as a team lead, field trainer, mentor, sales coach, or supervisor.

- Experience conducting presentations, community outreach, referral development, and business development activities preferred.

- Cemetery, funeral, memorialization, or deathcare industry experience strongly preferred.

- Proven track record of success in outside sales production strongly preferred.

Additional Eligibility Qualifications

- Ability to read, write, and speak English fluently. Bilingual is a plus.

- High degree of proficiency in Microsoft Office Suite (Outlook, Excel, Word, Access and Power Point) required.

- Demonstrated ability to train and develop sales professionals to achieve production goals.

- Knowledge of cemetery operations, memorialization processes, interment verification procedures, and industry compliance requirements.

- Ability to communicate with empathy, professionalism, and sensitivity.

- Strong presentation and interpersonal communication skills.

- Demonstrated ability to build trust and long-term client relationships.

- Ability to exercise sound judgment and maintain confidentiality.

- Commitment to ethical selling practices and regulatory compliance.

- Ability to work independently while contributing to team goals.

- Attend and perform work in a professional and courteous manner in accordance with the employers requirements.

- Demonstrated willingness to participate in growing market share through community involvement.

- Tactful and professional when dealing with complaints or dissatisfaction with services or merchandise.

- Maintains a positive attitude and working environment through organization and communication.

- Ability to manage deadlines, work on multiple assignments and prioritize each assignment as necessary.

- Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally

- Demonstrated aptitude for understanding system-based processing and controls.

- Strong analytical skills and attention to detail.

- Must be able to work independently and as a team player.

- Strong interpersonal and communication skills required.

- Work in a fast-paced, growth-oriented organization.

Supervisory Responsibility

This position does not have direct supervisory responsibilities, however it does involve coaching, mentoring, training and development of the sales team.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

- The duties associated with this position are generally performed in an indoor and outdoor setting.

- Outdoor duties may require exposure to natural elements such as inclement weather, extreme temperatures, uneven ground, dust, gas, and/or fumes.

- Equipment used to perform the essential function of this position includes, but is not limited to computer, fax, copier, merchant terminal, multi-line phone system, personal or company owned vehicle.

- Employees in this role are regularly required to climb, sit, stand, bend, kneel, and frequently lift up to 25 pounds.

- This position may also require reaching, pushing, and pulling.

- This position may also be exposed to chemicals and/ or blood borne pathogens. Exposure risk is considered: Low

Travel

- This position may require up to 10 percent out of area and overnight travel.

- Travel is primarily local occurring during the business day only.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.