Family Service Advisor

Archdiocese of Denver Mortuary at Mount Olivet, Inc.

POSITION SPECIFICATION

TITLE: Family Service Advisor

REPORTS TO: Assistant Director

ENTITIES: Mount Olivet Cemetery Association

Archdiocese of Denver Mortuary at Mount Olivet, Inc.

St. Simeon Cemetery Association

ENTITY: Mt. Olivet Cemetery was consecrated in 1892 and is located on the western side of the Denver Metro area in Wheat Ridge, Colorado. It is the largest cemetery in Colorado containing 392 acres. St. Simeon Cemetery was consecrated in 2004 and is located on the eastern side of the Denver Metro area in Aurora, Colorado. The Mortuary has two locations. The first is located on the grounds of Mt. Olivet Cemetery and was opened in 1981. The second was the recent acquisition of Caldwell-Kirk Mortuary. These entities serve the Catholic Community of the Denver metro area and its various parishes, missions, and apostolates and other members of the public regardless of their religious affiliation.

THE POSITION: The Family Service Advisor is accountable for pre-need sales and where applicable, at-need cemetery sales. The Family Service Advisor serves all families (Catholics and Non-Catholics) by providing exemplary personalized service with respect to the teaching of the Catholic Church and plays an essential role in generating revenue for the mortuary and/or cemetery as well as acting as the primary contact for families in time of grief.

ESSENTIAL DUTIES:

• Establish and maintain strong ministry and business relationships with families and parishes,
• Respond to client inquiries in a timely, respectful, sensitive, professional manner that is consistent with the mission of the Church,
• Effectively conduct and close sales presentations using furnished marketing materials,
• Follow up with existing customers to ensure understanding of arrangements, generate sales leads through professionally servicing at-need and pre-need families, networking and interacting in the community and parishes,
• Accountable to meet sales performance criteria as established by Assistant Director,
• Ensure compliance of operating procedures with federal, state, and local regulations and organizational policies and prepare required documentation,
• Promote and maintain a safe and healthy work environment,
• Communicate progress to team and supervisor(s) and contribute to improving processes and systems,
• Duty days are assigned to work at the location,
• Ability to travel within the Archdiocese of Denver territory,
• Any other duties as assigned by management.

EDUCATION AND EXPERIENCE:

• Bachelors degree or equivalent experience preferred,
• One to two years industry experience would be an asset,
• Bilingual (English/Spanish or English/Vietnamese) preferred.

COMPETENCIES AND QUALIFICATIONS:

• Have a positive and supportive attitude toward the Catholic Church, her teachings, and her work,
• Refrain from public promotion or approval of any conduct or lifestyle that would reflect discredit or disgrace on, or cause scandal in relationship to, the Archdiocese of Denver, or considered to be in contradiction with Catholic doctrine or morals,
• Must possess a valid current Colorado drivers license,
• Require previous customer service and/or sales experience and have proficiency with computers and computer software,
• Ability to develop and maintain a network of contacts, both inside and outside the cemetery and mortuary ministries,
• High level of compassion and integrity (both internal and external customers and families) and, if possible, being proactive and positive in helping solve problems/issues that may develop,
• Must be detail orientated and possess excellent communication skills, both informally in small groups and in formal presentations to parishes,
• Positively and professionally represent the cemeteries and mortuaries in the community by participating in various civic activities as a representative of the organization,
• Must be self-motivated and have the ability to keep calm in stressful situations,
• Possess the ability to listen closely and show flexibility in verbal communication style and/or content with a customer, manager, peer or subordinate.

PHYSICAL REQUIREMENTS:

• Visual acuity both near and far,
• Manual dexterity with good eye/hand coordination,
• Hearing adequate to facilitate carrying out telephonic conversations with customers,
• Ability to operate a computer and mouse, copier, fax machine, printer, and telephone,
• Will be required to work both inside and at times outside during inclement weather assisting customers by locating locations within cemetery grounds.