North America Sales Reengagement Advisor

NAS RET Advisor

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This role is responsible for contacting past customers with canceled cemetery or funeral contracts to reestablish trust, reintroduce available products/services, and complete new contracts. The role includes full-cycle sales activities such as prospecting, qualification, virtual/in-person presentations, and collaborating with location partners on contract specifics and financing. Additionally, this role plays a key role in restoring customer relationships and generating revenue through recovered and renewed pre-need plans. Additional responsibilities include understanding industry expectations, learning about products/services, finance/insurance options, and utilizing Customer Relationship Management (CRM).

Job Responsibilities

• Complete a comprehensive onboarding program that requires successfully completing coursework, passing assessments, and demonstrating the appropriate skills to begin fulfilling the following responsibilities:
• Contact existing clients who have canceled or incomplete contracts in order to generate interest in scheduling an appointment virtually (or at Dignity Memorial location), depending on the client's needs, to rewrite their contract.
• Qualify interest, educate on reinstatement options, and explain product and service updates.
• Make presentations (via phone, video, or in-person) to offer reinstatement or new solutions, including financing and upgraded memorialization.
• Applying listening and empathy skills to facilitate the selection process and explain features.
• Completes contracts, ensuring accuracy and with all required documentation.
• Coordinate with local teams (General Managers, Location Managers, Office Managers) to address location-based issues or service resolutions.
• Maintain detailed notes and next steps within the CRM system.
• Follow compliance protocols and regulations.
• Seek out a manager's coaching to improve sales cycle, techniques, proficiency, and product knowledge.
• Complete annual certification on critical skills is deemed necessary for success.
• This description is not an all-inclusive list of the essential functions or duties related to this job.

Minimum Requirements

• High School Diploma or equivalent; post-secondary education preferred
• Ability to obtain and maintain insurance license as required by the state/province
• Current state/province-issued driver's license with an acceptable driving record
• 2+ years in sales, account management, or customer service.
• Sales or Customer experience preferred
• Previous experience with Customer Relationship Management (CRM) sales systems preferred

Knowledge, Skills, and Abilities

• Clear, compassionate communicators who excel at problem-solving.
• Strong verbal and written communication skills.
• Proficient computer skills including the MS Office suite
• Proficient computer skills with CRM and Social Networking Apps preferred
• Bilingual, knowledge of another language preferred
• Professional attire is required when meeting with clients or representing the company
• Professional, coachable, and goal-oriented
• Able to work flexible hours, including evenings and weekends

Work Environment

• Work indoors during all seasons and weather conditions
• Comply with the Corporate dress code policy
• Reliable internet access

Work Postures

• Sitting continuously for many hours per day, up to 6 hours per day

Physical Demands

• Physical effort requiring manual dexterity is required, including paperwork, calculators, computers and phone usage

Work Hours

Working beyond "standard" hours as the need arises