Family Care Advisor Lead - Weekend

Revolutionizing the funeral industry means blazing new trails, creating new ideas, developing strong relationships, preserving legacies, and compassionately caring for Families. With over 200 locations across the country, Foundation Partners Group is continuing to expand our reach, but we only do this with exceptional team members ready to embrace the future of the funeral industry. 
 
 Our Team Members are vital to the health of our funeral homes, and we value the insight, ideas, and passion they bring every day to compassionately care for our Families. FPG is transforming the funeral industry one life, one family, and one community at a time. Join us as we revolutionize the funeral industry across the nation.
 
We currently have an opening for a Family Care Advisor-Lead. The Family Care Advisor Supervisor will lead the team that supports customers in arranging direct cremation services, following the goals established by management. This role works Friday-Monday on a 4x10 schedule in the agreed hours to support the team.

Overview & Responsibilities:
 

• Builds a clear understanding of our product and articulates Tulip as the best choice for families considering cremation and supports potential customers throughout their arrangement process
• Follows up on customer inquiries, offering help, and guiding families through the process, utilizing our standardized follow-up procedures and technology
• Builds relationships with families, helping to address any concerns they have with empathy and kindness
• Builds relationships with hospitals and hospice through outbound contact and educational support
• Answers questions, research family files and records, and assists families as needed
• Oversees the Family Care Advisor team providing direct supervision, coaching, and ongoing support
• Completes supervisory duties including but are not limited to scheduling, time approval, performance coaching/feedback, and general support to ensure the team’s success
• Holds responsibility for allocating workload across the team while also performing quality control duties and providing ongoing coaching and feedback to family care advisors regarding the accuracy, contact strategy, and attention to detail
• Utilizes capacity planning to build comprehensive schedules
• Identifies call handling techniques to reduce overall handle time and increase customer satisfaction while focusing on one call resolution opportunities 
• Assists with special projects and other duties as determined by the head of the department
• Identifies & implements process improvement opportunities
• Supports the family care advisors in handling escalated and high-touch care calls
• Meets regularly with family care advisors to support growth and review opportunities for improvement
   

Requirement & Qualifications:

• Associates degree in a related field is strongly preferred
• Minimum two years of funeral industry experience, with specific exposure to serving families, processing proper documentation and demonstrated expertise adhering to state-specific laws and licensing
• Minimum two years of team lead or supervisory experience; or in lieu of direct supervisory experience, four years of funeral industry experience may be considered
• Demonstrated experience providing caring, empathetic, and committed best-in-class service to customers
• Previous call center customer services experience is preferred
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint) 

Team Member Benefits Include:  

• Entry-level and experienced professionals; students, and veterans – we offer complete career paths regardless of your career and life stage
• Unique ShareLife® technology lets you create one-of-a-kind life celebrations for the families you serve
• Competitive salaries and performance incentives
• Team member referral program
• Medical, dental, prescription, and vision insurance
• Vacation, sick, and holiday pay
• 401k with company match
• Company-paid life insurance, long-term disability, and short-term disability

 #ENT2023