Family Services Specialist (Auburn, WA)

Overview

As a Family Services Specialist, you'll serve as the primary point of contact for families, ensuring they receive exceptional support throughout their journey with us. Based at our Auburn, Washington facility, you'll combine in-person relationship building with comprehensive customer service to deliver an outstanding family experience.

Location: On site at our Auburn, Washington facility

About the Role

You'll be the person families get to know at Earth. On a typical day you'll lead about three tours of our Auburn facility, in person and virtually, walking families through our process and what makes Earth's approach distinctive. Between tours, you'll be their trusted resource by phone, email, and support ticket: answering questions about their arrangements, explaining billing and coverage clearly, and making sure every family feels informed and cared for.

You'll need to know everything about Earth, from our process and pricing to contracts, billing, and partner coverage, because families and teammates will rely on you for answers. This is a jack-of-all-trades role on a small team where everyone covers for each other. The best people in it are proactive: they see what needs doing and assign it to themselves without waiting to be asked.

How Success Is Measured

• Tour conversion: how many of the families you tour go on to choose Earth.
• Reconciliation completion: keeping family accounts and contracts reconciled accurately and on time.

Responsibilities

• Conduct virtual and in-person tours of the facility (about three per day), educating families about our process, explaining what sets Earth apart from other providers, 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, including de-escalating billing questions and misunderstandings.
• Manage support tickets efficiently, ensuring all family concerns are documented, tracked, and resolved in a timely manner.
• Cover for teammates on help desk tickets and phone lines so families are never left waiting.
• 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.
• Complete account and contract reconciliations accurately and on schedule.
• Proactively identify and resolve potential issues with family accounts or contracts before they become problems, taking ownership of open work and assigning it to yourself.
• Build relationships with prospective families, nurture trusted relationships with families after they sign, 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.
• Front-facing experience such as crisis hotlines, retail, or restaurants is highly relevant.
• Exceptional interpersonal skills with the ability to communicate compassionately and clearly with families during sensitive times.
• The energy to be "on" all day, moving between tours, calls, and tickets while staying warm and present with every family.
• A strong desire to become the go-to expert on everything Earth: our process, pricing, contracts, and partners.
• 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 Seattle-Tacoma area (our facility is in Auburn, WA), with consistent availability to work on-site.
• Comfort with a salaried role. This is not a 9-to-5 hourly job; some days you'll stay late to see a family or an issue through. Flexibility for occasional evening or weekend coverage is also required.

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!

Competencies

• Patience
• Customer service mentality
• Being a fixer/natural problem solver with a desire to make wrong right for people
• Proactive self-starter who takes ownership without being asked
• Jack of all trades: comfortable switching between tours, calls, tickets, and admin
• Team player who readily covers for colleagues
• Egoless

Interview process

The interview process is four interviews: an initial screening, a mock presentation with live feedback, a customer service scenarios and time management interview, and a leadership interview.