PrePlanning Counselor - Holy Cross Mortuary (Culver City)

Location: Holy Cross Mortuary - Culver City

Status: Non - Exempt, Full Time

Position Summary

Under the general supervision of the Preplanning Team Manager, the Preplanning Counselor provides preneed information and assistance to cemetery and mortuary patrons. In addition to the sales duties, this position may perform various services and client relations activities, while establishing and maintaining effective communication of efforts with CCM management, CCM office administrative staff and parish priests.

Essential Functions

Because all Archdiocesan employees represent the Roman Catholic Church, they are expected to conduct themselves according to the goals and mission of the Church in performing their work.

• Achieve sales goals and objectives in relation to preneed transactions to be conducted at the Archdiocesan Catholic Cemeteries and Mortuaries.
• Sells cemetery and mortuary products and services in accordance with established sales objectives and procedures. Transactions are preneed only.
• Completes contracts and other documents as required to provide sales and customer service in accordance with the policies of the Archdiocese of Los Angeles and based on the funding mechanism utilized (cash or installment sales).
• Provides the patron services in support of the primary sales responsibility.

Answers questions, escorts visitors, research client family files and records and assist client families as needed.

• Developing sales leads through personal contacts, telephone solicitation activity and group marketing activities such as parish outreach programs.

Enters, records, and updates, all sales leads and the progress of their relationships with patrons in the CRM.

• Sets appointments and make presentations at Archdiocesan cemetery and mortuary locations and occasionally in prospective patron family homes in accordance with the goals established by executive management.
• Whenever practical, attend visitation or interment services of client families. Expresses personal interest and concern for the family and strengthens relationships for follow-up calls and appointments with extended family, friends and associates directed to preneed sales presentations.
• Participation in meetings and group activities as directed. When necessary, adhere to the Performance Review Program and its requirements when performing below minimum production levels.
• Maintains records of personal sales activities and performance results in the manner prescribed by the Archdiocese of Los Angeles.
• Refers to the next level of management, any deviation from prescribed policies or procedures including, but not limited to prices, credits, discounts, contract terms and conditions of sale.
• Addresses and resolve customer service issues in a timely manner.
• In addition to the sales duties, this position may perform various services and client relations activities.
• Performs other duties as assigned.

Qualifications

Minimum Qualfications

Education and Experience

Any combination of education and experience likely to provide the required

knowledge, skills, and abilities, typically:

• High School Diploma or equivalent.
• Active member of a Roman Catholic faith community.
• Previous preplanning sales experience or at least 1-year sales related experience.
• Valid Driver’s License, good driving record and automobile insurance.
• Ability to travel to local sites for meetings and appointments to make presentations in client homes.

Knowledge, Skills, and Ablitites

Knowledge Of

• Christian Burial in the Catholic Church.
• Strong knowledge of Microsoft Office Suite (Outlook, Word, Excel and PowerPoint).
• Providing excellent customer service skills by responding to common inquiries or complaints from customers, co-workers or members of the business community.

Skills In

• Interpersonal: including tact, patience and diplomacy.
• CRM or Salesforce experience.
• Calculating figures and amounts such as discounts, interest, proportions and percentages and to apply concepts of basic mathematics.
• Data entry and reconciliation techniques.

Ability To

• Express or exchange information by means of the spoken word.
• Concentrate and complete moderately complex forms.
• Follow multiple pending requests through to completion.
• Organize and coordinate projects.
• Work independently with initiative and little supervision.
• Maintain confidentiality.
• Communicate effectively in written and oral form.
• Develop and maintain effective working relationship.
• Read and interpret CCM policies, procedures, contracts and customer files such as interment right records.
• Effectively present information to patron family members, co-workers and management.

Physical and Environmental Requirements

• Occasionally lift up to 20 pounds.
• Sit for sustained periods of time on daily basis.
• Perform tasks requiring intermittent bending, stooping, and walking.
• Sustain frequent movement of the fingers, wrists, hands and arms.