Our associates celebrate lives. We celebrate our associates.

Assist Management in providing excellent customer service to all external and internal clientele. Provide leadership and support to all Interment Office staff. Always maintain a high level of organization, punctuality, reliability and respect as a high level of responsibility is the foundation of this role.

RESPONSIBILITIES

• Must be able to perform the essential functions of the job with or without reasonable accommodations.
• Manage, prioritize and ensure completion of staff’s daily duties
• Monitor call out line and reassign tasks as warranted to ensure completion of daily assignments Assis/fill in as needed for all Interment Office positions
• Assign tasks to Interment Office associates as needed
• Ensure adequate phone coverage at all times
• Ensure all calls in queue are answered before end of the day
• Ensure all emails sent to the department are answered before the end of the day
• Maintain and encourage good staff morale
• Outside Mortuary Permit Support
• Research permit statuses for upcoming services and assign missing permits to team as needed
• Provide solutions/make decisions when mortuary arrives with incorrect permit
• Assisting Supervisor
• First person in Chain of Command to address Interment Office related concerns or customer service issues in person or over the phone
• Assist with team meetings
• Assist with creating staff schedule when requested
• Provide support to all other departments throughout the day as needed
• Provide training to all New Hires and assist with cross-training other departments
• Research and address concerns with staff and/or customers to resolve potential issues
• Help support our call center, as needed (coaching employees, covering shifts etc.)
• Communicate one-on-one with families
• Must be able to multi-task, set priorities, and organize work in a high paced environment.
• Monitor areas of responsibility to assist in providing a high level of customer service necessary to achieve a JD Power rating that is in line with targeted goals
• Assist leadership team in the development of tools to proactively assist in the identification of service performance trends and assist in the development of enhancement measures as necessary
• All other duties as assigned by Supervisor or Management

Key Competencies

As an Individual Contributor, incumbent is expected to meet the Key Competency requirements of Open Communication, Building Relationships, Personal Leadership, and Commitment to Quality, Business Focus, and Customer Focus. Meeting the behavior standards in each Competency links directly to the annual Performance Review. Must be willing and able to work overtime, including holidays and weekends.

Experience and Education

• Minimum of 3 years' experience in a business environment (knowledge of Mortuary and/or Cemetery preferred)
• High School Diploma, or GED

Skills

• Communicate persuasively with co-workers, internal customers, and external customers; use persistence, finesse, and tact
• Excellent telephone etiquette and ability to handle a high call volume environment
• Excellent computer skills and technical abilities
• High level of attention to detail
• Ability to multitask successfully
• Ability to problem solve and suggest solutions
• Ability to stay calm under pressure
• Ability to operate Microsoft Office (i.e. Outlook, Excel, Word, etc.)
• Have CA Driver's License and clean record
• Keyboard at 40 wpm preferred
• Knowledge of navigating through HMIS preferred
• Bilingual preferred

Working Environment

Work seated at a workstation for most of the day, in a carpeted, air-conditioned office where the noise volume from coworkers is moderate. Occasionally drives Company vehicle locally and long distance to assist families. Daily output deadlines must be met and work must be completed before leaving for the day. Must present and maintain a professional front office appearance. Maintain sufficient emotional energy level to handle stressful calls from grieving people throughout the day. Interruptions are frequent and must be handled tactfully. Diplomacy, negotiation, and patience are required to coordinate staff activities and work with multiple departments. Workloads are highest during the winter holiday season.

Schedule

Work overtime as needed, as daily work must be completed before leaving; must work rotating schedule including weekends and holidays as needed.

Physical Requirements

Incumbent must sit at a computer workstation for prolonged periods of time. Lift weight of up to 251bs., drive a company vehicle, and walk in outside weather from one area to another. Manual dexterity is required to operate the telephone console and PC keyboard/mouse.

Equipment/ Machines Operated

• ShoreTel Phone Operating System
• OAISYS - Monitoring Phone System
• Computer workstation
• MS Office software  
• Printer and scanner
• Company car and van

Compensation:

$24.00/hr - $30.00/hr

Exact compensation may vary based on skills, experience, and location.

Benefits (dependent upon eligibility):

Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent Life Insurance*SCI 401(k) Retirement Savings Plan with Company match*Employee Assistance Program

Rose Hills is an Equal Opportunity Employer. The company’s hiring procedures do not discriminate against any person on the basis of race, color, national origin, religion, ethnicity, age, sex, sexual-orientation, veteran’s status or disability, or any other legally protected status.

SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.

As part of your pre-employment background check, your criminal conviction history will be verified given that this role requires the following material job duties: Supervising/management role that requires working with and leading associates. Convictions creating a direct, adverse, and negative relationship with the identified job duties may result in withdrawal of a conditional job offer.

Postal Code: 90601

Category (Portal Searching): Administration and Clerical

Job Location: US-CA - Whittier