Job Description

Job Summary

The Family Advisor is a compassionate, motivated, and organized individual who supports families and their pets with dignity, respect, and sensitivity. This role is essential to the care we provide and directly reflects our values to pet owners. The position reports to the Customer Experience & Partner Relations Manager and is based at our office in Gloucester.

Why Join Us?

By joining Eternal Companions, you will become part of a dedicated team that supports families with respect and sensitivity from the final farewell to the tribute to their beloved pet. You will work in a warm, collaborative, and stimulating environment where your initiatives and results are recognized and valued. Your commitment will have a tangible impact on the experience of families and the care given to their pets.

Key Responsibilities

Respond to phone calls, emails, and in-person requests with care, respect, and efficiency. Open, enter, and update client information in their file. Prepare and process administrative documents and invoices. Schedule appointments. Maintain a welcoming and well-kept environment at our crematorium. Welcome and guide families throughout the pet memorial process with compassion. Be available to work on some weekends and holidays (additional compensation applies). Occasionally assist with the transportation of pets from homes or veterinary clinics (company vehicle provided). Participate in crematorium operations to gain a thorough understanding of our services. Comply with all company policies, procedures, and professional standards.

Experience, Qualifications and Skills

Proven experience in a customer service or client-facing role, ideally in a sensitive or emotional context. Delivering an exceptional client experience is a priority, whether in person or over the phone. Excellent interpersonal skills, including listening, empathy, communication, and handling delicate situations. Strong organizational skills, attention to detail, autonomy, rigor, and a constant focus on client experience. Proficiency in Microsoft Office applications (an asset). Bilingual in French and English (spoken and written) is essential. Valid driver's license and comfort with occasional travel for pet transfers (company vehicle provided). Ability to lift or move 50+ lbs using provided techniques and equipment, and to handle deceased pets with care and dignity.

About Us

Eternal Companions is an innovative and deeply human company that places respect for animals and family support at the heart of its mission. We provide premium support to families during their pet's end-of-life journey and work closely with veterinary clinics to offer reliable, professional, and empathetic services. Our cremation services and memorial products are designed to be ethical, respectful, and worthy of the trust of veterinarians and families.

Present in Quebec and Ontario, we are led by a veterinarian and supported by a multidisciplinary team including animal health technicians, thanatologists, and other dedicated professionals. Every member of our team contributes to carrying out our mission.

Discover more on our website:

compagnonseternel.ca/en

Job Types: Full-time, Permanent

Pay: From $20.00 per hour

Expected hours: 40 per week

Ability to commute/relocate:

Gloucester, ON K1J 9M1: reliably commute or plan to relocate before starting work (required)
Experience:

client service: 2 years (required)
Language:

French (preferred) English (required)
Work Location: In person