We are seeking a motivated and compassionate individual to join our team. The primary responsibility of this role is outbound cold calling to generate appointments for our Advance Planning team while engaging potential clients with empathy, care, and professionalism.
This position focuses on reviving cold leads, educating families on the importance of planning for a future time of need, and nurturing relationships over time. Success in this role requires building genuine, trust-based connections through thoughtful communication, consistent follow-up, and clear documentation.
This is an outbound-heavy role and requires comfort with high-volume outreach (100+ call attempts daily minimum), the ability to handle rejection professionally in a naturally persuasive respectful communication style.
What You'll Be Doing
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Provides caring and compassionate services to our Forest Lawn client families.
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Initiates and maintains relationships with client families to build and nurture meaningful, long-term connections through outbound phone calls, email, social media, and direct mail campaigns.
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Conducts outbound cold calls to generate leads, introduce Forest Lawn services, and educate client families on the value of preplanning.
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Overcomes objections and effectively communicate Forest Lawn Pre-planning value propositions.
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Qualifies leads, schedules sales appointments, and ensures appointments are aligned with client requirements and the CET process.
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Prioritizes projects and assists in business growth, while hitting monthly/weekly activity goals and quarterly KPIs.
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Stays informed about industry trends, and legal requirements and remains at the forefront of the funeral industry.
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Collaborates with Client Engagement Manager and other departments such as Marketing and Advance Planning teams to exchange feedback and insights for achieving individual and team targets.
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Initiates and maintains long-term relationships with client families through outbound calls, email, social media, direct mail, and maintains consistent follow-up communication.
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Maintains accurate client records, communications, follow-ups, and lead activity within Salesforce CRM.
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Other duties may be assigned as needs arise or as required to support the organization.
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Bilingual in Spanish is required.
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Hybrid schedule; must report onsite 3 days per week.
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High School diploma or General Education Diploma (GED).
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Minimum of 3 years of outbound calling/ prospecting, with a successful track record of generating leads and setting up sales appointments.
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Confident communicator who enjoys building meaningful connections with client families through outbound outreach.
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Strong writing skills.
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Excellent organizational skills, keen attention to detail, and excellent time management abilities.
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Proven track record of delivering measurable results through outbound lead-generation efforts.
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Strong relationship-building skills to engage prospects, nurture leads, and foster long-term partnerships.
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Resilience: Ability to handle rejection professionally and persistently pursue new opportunities.
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Proficient in Microsoft Office software products (Outlook, Word, Excel, and PowerPoint) preferred.
Preferred but not required: experience with Salesforce CRM software.
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Competitive Benefits
Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry.
Click here to learn more about our benefit offerings.
Drug Testing Policy
Prior to beginning employment, all job applicants who receive a job offer will be required to voluntarily submit to a drug screening test conducted by a laboratory designated by Forest Lawn. The drug screening method is a hair collection test that will detect the use of illegal drugs within the past 90 days. A positive drug test may result in the withdrawal of the job offer.
E-Verify Statement
Forest Lawn has registered to participate in the federal government's E-Verify program. With E-Verify we are able to confirm the employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. ?With respect to new hires, the E-Verify process is completed in conjunction with a new hire's completion of the Form I-9, Employment Eligibility Verification upon commencement of employment. E-Verify is not used as a tool to pre-screen candidates.
For up-to-date information on E-Verify, go to https://www.e-verify.gov/employees/e-verify-overview.
Fair Chance Initiative for Hiring Ordinance
Forest Lawn will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Forest Lawn has always attracted unique and exceptional individuals; those who aren’t satisfied with simply building a career, but want to go home at the end of the day knowing they’ve made a profound and positive difference in people’s lives.
