NorthStar Memorial Group is looking for a Client Experience Liaison to join Restland Funeral Home in Dallas, TX. The Client Experience Liaison serves as a key point of contact for client families, ensuring timely, compassionate, and professional communication throughout the service journey. This position acts as a liaison between Operations, Funeral Directors, Family Service, and Community Development teams to coordinate appointments, manage incoming inquiries, conduct post-service follow-up, and support families with ongoing needs. The role is designed to enhance family experience by ensuring inquiries are addressed promptly, appointments are coordinated efficiently, and service excellence is consistently maintained.
Responsibilities
- Receive and respond to incoming client inquiries and "hot lead" calls.
- Assess family needs and assign inquiries to the appropriate Funeral Directors, Family Service, or Community Development professional.
- Monitor staff availability and schedules to coordinate timely appointments and callbacks.
- Track, assign, and follow up on client requests to ensure concerns are resolved efficiently.
- Conduct post-service CEO calls to evaluate family satisfaction and service quality.
- Schedule After Care Visits (ACVs) and other follow-up appointments.
- Maintain ongoing communication with client families to provide assistance, guidance, and support
- Escalate service issues and sensitive concerns to management when appropriate.
- Facilitate effective communication between departments to ensure seamless service delivery.
Qualifications
- High School Diploma or GED required.
- Five (5) or more years of customer service, client relations, administrative support, service coordination, or related experience required.
- Demonstrated ability to work effectively in a fast-paced, customer-focused environment.
- Experience using Microsoft Office applications and database systems.
- Strong telephone etiquette and professional communication skills
We are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or veteran status.
Skills Required
- High School Diploma or GED
- Five or more years of customer service, client relations, administrative support, or service coordination experience
- Ability to work effectively in a fast-paced, customer-focused environment
- Experience using Microsoft Office applications
- Experience using database systems
- Strong telephone etiquette and professional communication skills
What We Do
Passion. Professionalism. Personal growth. What we do is more than a job. It’s an opportunity to change lives and unleash your talent. Since 2004, NorthStar Memorial Group has grown, evolved and led the funeral and cemetery profession with a fresh perspective and without ever losing sight of what we do best: celebrating life and passionately supporting the families we serve. What began as a single property in Decatur, Illinois has now expanded to include more than 85 funeral, cremation and cemetery locations serving thousands of families across the United States. Here, we understand the power of legacies, and we’ve made it our life’s work to honor them. At NorthStar Memorial Group, we choose collaboration over bureaucracy. Here, everyone has a chance to lead. We encourage & empower our people at every level to speak up, be heard, and watch their ideas become realities. Degreed & non-degreed professionals, labor workers, industry experts – people from all career and experiential backgrounds have the opportunity to find a home here. Sound too good to be true? Apply today to see why our employees have voted NSMG one of the best companies to work for 8 years in a row and one of Selling Power's 2021 Top 50 Companies To Sell For! For more information about career opportunities with NorthStar, visit www.nsmg.com/careers/ or Join our Talent Network @ https://nsmg.jobs.net/en-US/ As a member of our Talent Network, you'll: - Receive alerts with new job opportunities that match your interests - Receive relevant communications and updates from our organization - Share job opportunities with family and friends through Social Media or email Whether you choose to apply or just leave your information, we look forward to staying connected with you
