OVERVIEW

Recompose is an ecological death care company and green funeral home specializing in the service of human composting that transforms bodies into soil. The Recompose model offers an authentic, participatory experience for families and a natural return to the earth for the dead. 

We are seeking a client-focused support specialist to join our team as we build an intentional culture of hospitality and grow our Precompose program.

Precompose, our prepayment plan, secures future customers for Recompose. The Precompose Specialist will help Recompose grow into a sustainable, long-lasting company by signing new customers up for Precompose memberships and supporting existing members. The Precompose Specialist will be the first point of contact for many of Recompose’s community members and future clients. They will frequently communicate Recompose’s process and mission and must be able to speak about death in a straightforward and empathetic manner.

The Precompose specialist is guided by Recompose values, especially:

Cultivate Potential: welcome interest from the community, create trust in the Recompose process, and facilitate effortless sales to help grow Precompose into a long-lasting and sustainable program.

Communicate with Clarity and Care: use straightforward messaging in the Recompose brand voice to introduce the Recompose model, sign people up for Precompose, and work with existing members.

Lead and Inspire: demonstrate Recompose’s integrity and quality by creating an excellent client experience within the Precompose program - from point of sale through ongoing relationships.

Please note: although enrolling new Precompose members is the main task of this role, the Precompose Specialist is not commission based. This person understands the Recompose commitment never to upsell or pressure a client into a purchase. Instead, our team works by anticipating client needs and proactively offering information and exceptional service.

The ideal applicant has worked in customer service and/or sales and has tangible experience talking about transitional life events or emotional topics. Experience in health care, death care, or senior care is preferred, particularly direct experience with client privacy and providing service to clients who are making decisions about the end-of-life. The Precompose Specialist is not expected to have worked in human composting before as this is an emerging industry.

Qualities we are looking for include a willingness to not know (but to investigate all options), an extremely high level of organization, a proactive attitude towards client communications, and a dedication to meticulous recordkeeping and data entry. The Precompose Specialist will report to the Precompose Growth Manager.

RESPONSIBILITIES

General

• Directly interact with potential customers to sell Precompose, a prearrangement plan, by identifying their needs, offering solutions, and building and nurturing relationships. Please note: this role is not commission based.
• Deliver informative Precompose presentations & facility tours, ensuring Recompose brand voice and information is clear, the audience is engaged, and questions are answered.
• Answer inquiries about Recompose to accurately address customer questions and concerns. Identify and forward inquiries best handled by other departments.
• Foster trust and long-term customer satisfaction by providing meticulous documentation and process control.
• Handle all client records, inquiries, and disclosures with the highest level of discretion, professionalism, and ethical care.
• Collaborate with the other departments to understand the complete Recompose process, the different services provided by each team, and how we offer comfort to both the bereaved and those making pre-need arrangements.
• Collect client feedback - from inquiries to sign up process on through to membership - and share observations with Precompose Growth Manager to help refine protocols and improve client experience.
• Provide feedback to improve the administrative systems the Precompose team uses, and maintain up to date training for the Precompose Team.
• Uphold professional boundaries when conversing with clients and leads, focusing on providing clear and accurate information about Recompose services. 
• Support the mission of the company and uphold company values in daily work and interactions.
• Contribute to administrative projects as needed.

Lead Inquiries

• Answer inbound calls and make outbound calls promptly and professionally. This includes being present and available throughout regular business hours and addressing after-hour needs the following business day.
• Efficiently sort and categorize incoming emails based on priority and content. Email tasks include responding to inquiries and resolving issues in a timely manner and collaborating with other departments on cross-functional processes.
• Manage incoming and outgoing Precompose mail, including documents and informational packets, and coordinate special deliveries and arrangements for mailed payments.
• Provide tours of the Recompose facility as requested by prospective clients. 

Lead Development

• Drive Precompose sales by participating in outreach. Present the benefits of preplanning via onsite tours, virtual tours, and presentations, including out in the community - which includes some regional travel.
• Assist in creating and sustaining relationships with organizations such as senior living facilities and estate law firms. Book presentations and onsite tours and provide marketing assets for display. Follow up with leads and keep impeccable records. 

Lead Conversion

• Become a licensed agent in order to sell funeral insurance policies for Recompose. Will be required to sit for the licensing exam within 30 days of hire. (Training, studying, and testing are part of onboarding.)
• Answer questions about policies and help customers determine the best fit plan for themselves and family members.
• Walk leads through the online preneed sales platform.
• Write funeral insurance policies and maintain impeccable documentation across all systems. 

SKILLS AND QUALIFICATIONS

Required

• A minimum of 3 years of experience in a customer-facing role like inbound & outbound call center representative, live-call technical support representative, and/or roles focused on customer success within sales or hospitality.
• A minimum of 3 years of experience using digital tools to perform job duties and solve problems.
• A minimum of 3 years of experience in collecting, reporting, and utilizing customer data.
• Skilled in utilizing customer relationship management (CRM) technology systems to collect and maintain customer data.
• Excellent communications skills, both written and verbal, and the ability to embody the Recompose brand voice while informing current and future clients about the benefits of choosing Recompose services.
• Excellent time management skills, responding to inquiries and completing tasks within the guaranteed turnaround times.
• Experience and patience in working with customers who may have a lower level of technical experience.
• Pivot seamlessly between tasks and priorities, maintaining high performance and enthusiasm during periods of rapid change.
• Adapt quickly to evolving workflows, operational shifts, and business demands to support a rapidly expanding organization.
• Ability to turn the enthusiasm and curiosity of the greater Recompose community into Precompose membership sales.
• Ability to understand individual and family dynamics that may arise around death-related purchases, and to clearly communicate preplanning options and information in consideration of those dynamics.
• Strong interpersonal sensitivity and the ability to use good judgment to communicate boundaries and self-care needs effectively and respectfully.
• Ability to work independently and as part of a team with a collaborative mindset for working with customer service, direct care services, outreach, and marketing teams.
• Ability to earn trust, maintain positive and professional relationships, and contribute to a culture of inclusion.
• A strong respect for the unexplained, a willingness to “not know”, and an inquisitive approach to the work.

Preferred

• Experience in health care, death care, or senior care industries.
• Experience in preneed/funeral, health care, or senior care sales roles (this role is not commission based).
• Experience working in a start-up or scale-up environment.
• Experience working in CRMs.
• Experience with Dropbox, Google Workspace, and Microsoft Office.

Every person we hire will have the following qualities

• Proactive workstyle - motivated to support clients.
• Interpersonal sensitivity – great listening skills.
• Emotional generosity – ability and willingness to offer comfort and support to clients in distress.
• Resilience – ability to manage one’s own emotions, demonstrate self-control under pressure, and practice self-care.
• Accountability - take responsibility for your work and seek solutions for challenges with a willingness to acknowledge mistakes and learn from them.
• Flexibility – ability to adapt to new situations and to change focus unexpectedly.
• Ability to act upon organizational mission, vision, and values.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

The person in this position will perform the essential function of the position primarily in an office type of environment which may require sitting/standing at a desk, as well as interacting with technology (computer, phone), for most of the day. 

SCHEDULE AND WORK LOCATION

• The regular schedule for this role is Tuesday-Saturday 10AM-6PM, with four days working on-site and one work-from-home day. Saturday shifts will be on-site.
• Must have reliable access to a quiet space to work in when outside the office .
• Reliable transportation to and from the office is required
• Some regional travel is required. Use of a personal vehicle is preferred for this purpose. Mileage will be reimbursed at the applicable IRS standard mileage rate, in accordance with company policy. 

SALARY RANGE AND BENEFIT INFORMATION

Expected starting range: $72,000-$75,000. This position is non-exempt and eligible for overtime.

Benefit Information

• 100% of employee HMO premium paid for medical, dental, and vision insurance plans. Contributions towards dependent premiums.
• 25 Days of Paid Time Off (accrued based on a 40 hour work-week)
• Floating Holidays (4 days per year, prorated based on start date)
• 10 Recompose observed holidays
• 1 day of Community Involvement (volunteer) Leave per year
• 3% 401(k) employer contribution, no match required
• Wellness, education, transportation and technology stipends
• Stock Options
• Employee Assistance Program
• Annual COLA adjustment
• Paid sabbatical after 5 years of consecutive employment

Deadline to Apply: Applications will be accepted through 10/30