Family Services Specialist

**About the Role** As a Family Services Specialist, you'll serve as the primary point of contact for families who have prepaid for Earth's services, ensuring they receive exceptional post\-sales support throughout their journey with us. Based at our Baltimore facility, you'll combine in\-person relationship building with comprehensive customer service to deliver an outstanding family experience. **Responsibilities** **In this role, you will:** * Conduct virtual and in\-person tours of the Baltimore facility, educating families about our process and answering their questions with warmth and professionalism. * Host and facilitate webinars that provide education and support to prepaid families, helping them understand their arrangements and feel confident in their choice. * Answer incoming calls from families with questions about their prepaid arrangements, providing empathetic support and clear guidance. * Manage support tickets efficiently, ensuring all family concerns are documented, tracked, and resolved in a timely manner. * Partner closely with our insurance and travel protection partners to coordinate benefits, resolve coverage questions, and ensure seamless service delivery for families. * Maintain accurate records in our systems, ensuring all contracts are properly documented, up\-to\-date, and compliant with company standards. * Proactively identify and resolve potential issues with family accounts or contracts before they become problems. * Build trusted relationships with families during their planning phase and remain a reliable resource when they need us most. **Requirements** * 5\+ years of professional experience, with at least 3 years in customer service, customer success, or family services. * Exceptional interpersonal skills with the ability to communicate compassionately and clearly with families during sensitive times. * Strong organizational abilities and attention to detail, particularly when managing multiple cases and ensuring contract accuracy. * Proficiency with CRM systems and ticketing platforms (experience with HubSpot preferred). * Comfort presenting to groups both virtually and in person, with the ability to facilitate engaging webinars and tours. * Problem\-solving mindset with the ability to navigate complex situations involving insurance, contracts, and partner coordination. * Must be based in or willing to relocate to the Baltimore area, with consistent availability to work on\-site. * Position requires flexibility for occasional evening or weekend coverage to support families when they need us. **Preferred Qualifications** * Prior experience in end\-of\-life care, funeral services, insurance coordination, or healthcare customer service. * A genuine interest in environmental conservation and sustainable practices will resonate deeply with our mission. * Experience working with insurance providers or travel protection programs. * Demonstrated ability to manage high\-volume inbound communication while maintaining quality and empathy. * Multilingual skills \- Spanish is particularly appreciated, but we welcome speakers of all languages! Job Type: Full\-time Pay: $90,000\.00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Paid time off * Retirement plan * Vision insurance Work Location: In person