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Family Service Counselor
Santa Clara, CA
Posted Oct 23, 2013 by Santa Clara University
Category: Counseling

THIS JOB POSTING HAS EXPIRED.



Santa Clara University

Family Service Counselor
Santa Clara Mission Cemetery

Full-Time
$46,631 to $53,839 annual

Requisition Number (please reference): 1001350

For information about the benefits offered by Santa Clara University, please visit: http://www.scu.edu/hr/benefits/

Overview:
Santa Clara University is a comprehensive Jesuit, Catholic university located in California's Silicon Valley, offering its 8,800 students rigorous undergraduate curricula in arts and sciences, business, and engineering, plus master's, Ph.D., and law degrees.

Distinguished by the highest retention rate and ranked second among all master's universities in the West by U.S. News and World Report, Santa Clara University is California's oldest operating institution of higher-education. The University is focused on creating an academic community that educates citizens and leaders who will build a more just, humane, and sustainable world.

Purpose:
Santa Clara Mission Cemetery is a Catholic Cemetery serving the Santa Clara Valley. Reporting to the Supervisor of Sales and Office Administration, the Family Service Counselor will act as a catechist and counselor in pre-need planning, providing comfort and service at the time of death, assisting with burial arrangements.
The Family Service Counselor is accountable for performing a variety of sales, marketing, and administrative tasks as they assist families on an at-need and pre-need basis to fulfill cemetery arrangements in accordance with best practices and goals established by management. This is an exempt position.

I. Essential Duties and Responsibilities
A. At-Need Counselor Component
B. Pre-Need Counselor Component
C. Purchasing Component

II. Specific Responsibilities
A. At-Need Counselor Component
1. Set arrangement conference appointments in advance. Use and maintain a shared online calendar. Establish a professional, empathetic relationship with each family.
2. Meet with appointment and "walk-in" families and complete at-need disposition arrangements in accordance with the goals established by Management at Santa Clara Mission Cemetery.
3. At each arrangement conference, ensure all families are presented with all options pertaining to interment, cemetery property, and related merchandise and services. Offer upgrading opportunities to each family as part of each arrangement conference.
4. Collect payment, complete contracts, and process all required and necessary paperwork and follow-up service steps to complete the at-need case in accordance with the Cemeteries SOP.
5. Work with families and vendors in the design, procurement, and delivery of all sold merchandise. See Purchasing Component Below.
6. Perform daily phone confirmation of "next day" service information with families and funeral homes. Complete "Daily Service Follow-up" confirmation report and update "next day" service work orders.
7. Schedule and conduct daily aftercare follow-up calls to understand family satisfaction, build heritage, and (when applicable) obtain referrals. Submit aftercare follow up reports as directed by Management.
8. As directed by Management, provide family services in support of the primary at-need service and sales responsibility. Services include attending at-need/interment services to ensure services run smoothly and the client's family needs are met, answer questions, escorting visitors, researching client family files and records and assisting client families as needed.
9. Maintain positive and proactive communication and cooperation with all cemetery personnel to ensure a smooth service process for the family.
10. Protect confidentiality of company and family information including sales and marketing programs and materials, names, addresses, and payment information of families, and other related information.
11. Attend meetings and group activities as directed by Management.
12. Ability to work a "flex schedule" including Saturday rotation and some holidays.
13. Consistently meet or exceed internal and external customer service standards, presentation and sales standards, communications and problem resolution standards.
14. Other duties as assigned by Management.

B. Pre-Need Counselor Component
1. Develop sales leads through existing client families, (where applicable) personal contacts, telephone solicitation, and outreach activities within the community as assigned by Management.
2. Make pre-need arrangement presentations at outreach events, cemetery location, client family homes, and public community events as assigned by Management.
3. As directed by Management, provide family services in support of the primary at-need service and sales responsibility. Services include attending at-need/interment services to ensure services run smoothly and the client's family needs are met, answer questions, escorting visitors, researching client family files and records and assisting client families as needed. Develop potential referrals (when applicable).
4. Record and track all sales leads in accordance with company policy. Report all progress to the manager.
5. Consistently meet or exceed internal and external customer service standards, presentation and sales standards, communications and problem resolution standards, and pre-need sales and revenue generation goals.
6. Ability to work a "flex schedule" including Saturday rotation and some holidays.
7. Other duties as assigned by Management.

C. Purchasing Component
1. Work compassionately and methodically with families and vendors in the design, procurement, and delivery of memorial markers, monuments, picture tiles, and related merchandise. Utilize scanning and cloud techniques and email extensively to expedite family approval.
2. Complete and issue purchase orders for each procurement. Maintain necessary files.
3. Work closely with vendors via email, fax, and phone to resolve problems and ensure timely delivery.
4. Update and track orders using Excel spreadsheet. Upload spreadsheet daily to cloud storage.
5. Assist families with order status information. Contact families upon completion of orders.
6. Other duties as assigned by Management.

III. Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The items below are representative of the knowledge, skills, abilities, education, and experience required or preferred.
This position requires the ability to effectively establish and maintain cooperative working relationships within a fast paced, emotionally charged, and diverse multicultural environment.

A. Knowledge, Skills and Abilities
1. Understanding and commitment to the ministry of Catholic cemeteries which includes consistent employment of responsible, efficient and accountable business practices.
2. Commitment to understand and support Santa Clara University?s distinctive Jesuit educational vision and willingness to model institutional values of competence, conscience and compassion, in pursuit of its mission and goals.
4. A successful Family Service Counselor is compassionate, tactful, detail oriented, and effective in guiding families with end-of-life decisions and choices.
5. A successful Family Service Counselor has outstanding communication, presentation, email, and computer skills together with a spirit of team work and cooperation.
6. A successful Family Service Counselor complies with all customer service best practices when dealing with families, handling complaints, post-interment service activities, and other duties necessary to ensure high quality service levels.
7. A successful Family Service Counselor is effective working with families of various religious groups, ethnic, education, and socio-economic backgrounds.

B. Education and/or Experience
Required
1. One to three years of Cemetery and/or Funeral Home experience. Two to three years of fast-paced, complex customer service or sales experience maybe considered in lieu of Cemetery and/or Funeral Home experience.
2. Intermediate level skill in Microsoft Word and Excel. Advanced email, scanning, Photoshop CS, and MS Office skills preferred.
3. Ability to read and interpret Company policies, procedures, contracts, pricing structures, etc.
4. Ability to effectively present information to client families, co-workers, and management.
5. Demonstrated success developing sales leads and referrals.
6. Demonstrated presentation skills.
7. Demonstrated interpersonal and communication skills both written and verbal.
8. Ability to work effectively with external constituent.
9. Ability to work effectively with internal constituents, particularly senior staff, and other appropriate University staff.
10. Capable of working both independently and as a team member; results oriented; self-starter.
11. Demonstrated ability to handle confidential information with discretion.
12. Ability to accommodate flexible work schedule that will include Saturday rotation.
13. Ability to accommodate a flexible work schedule including weekends, evenings and holidays as necessary.
14. Appreciation of and commitment to further the mission, values and goals of Santa Clara Mission Cemetery.

Preferred
1. Bachelor's degree Preferred.
2. Bilingual is a plus.

IV. Physical Demands
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of the job. It is the policy of SCU to provide reasonable accommodations for qualified persons with disabilities. The Americans with Disabilities Act and California Department of Fair Employment & Housing Act require that a ?qualified? person be able to perform the essential functions of the job with or without reasonable accommodation.
A. Considerable time is spent at a desk using a computer terminal.
B. May be required to travel to other buildings on the campus.
C. May be required to occasionally travel to outside customers, vendors or suppliers.

V. Work Environment
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Typical office environment.
A. Mostly indoor office environment with windows.
B. Offices with equipment noise.
C. Offices with frequent interruptions.

To apply, please visit: http://cms.scu.edu/hr/careers/staff.cfm?id=3880

Santa Clara University is an Equal Opportunity/Affirmative Action employer, committed to excellence through diversity and inclusion, and, in this spirit, particularly welcomes applications from women, persons of color, and members of historically underrepresented groups. The University will provide reasonable accommodations to individuals with a disability.

Santa Clara University annually collects information about campus crimes and other reportable incidents in accordance with the federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act. To view the Santa Clara University report, please go to the Campus Safety Services website at http://www.scu.edu/cs/. To request a paper copy please call Campus Safety at (408) 554-4441. The report includes the type of crime, venue, and number of occurrences.




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