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Delivers training on products, sales techniques, and software. Applies industry and education methodology to impart knowledge, customer service, and technical requirements. Administers tests and evaluates performance. Manages and coaches associates attending training programs.

JOB RESPONSIBILITIES 

Training

• Deliver live and web based Combination Contract HMIS Plus contract process, Product, Pricing, Regulation, Dignity Take-up, and Best Practice training to Funeral Director and Arrangers associates and new hires
• Develop combination contract training, including but not limited to, process flow charts, job aids, and user guide
• Work with home office Learning & Development department to leverage resources
• Update training materials to mirror software upgrades and patches
• Plan and coordinate speakers, training, and schedules, and attendees for Funeral Arrangement Summit Conference
• Use Company travel arranger and follow travel policy for travel, hotel, and car rental arrangements
• Select food & beverage vendors
• Coordinate menu taking into consideration attendee special dietary needs
• Maintain an adequate supply of training materials
• Will be required to travel to teams/locations across LA Territory
• The role would be a Field Support (proxy) to the Sales Market Office – to support the Sales Teams with Training, Field Coaching and Certification/Re-Certification efforts (Value Progression Certification, The Conversation, AN Arrangements, ACV’s, Seminars, Nurturing Client-Family Relationships via Salesforce, etc.)

Software Testing

• Following Test Scripts, perform System Integration Testing (SIT), User Acceptance Testing (UAT), Regression Testing, and Product Standard Testing (PST) on patches and upgrades
• Document results in test scripts and with screen shots
• Document additional issues as identified
• Immediately report critical and regression failures to Testing Coordinator and local management
• Offers suggestions during Software Testing meetings to improve test scripts, timelines, communication, or software enhancements
• May coordinate testing timelines and materials with Combo Contract Pilot Program Testers
• Provides input to Acceptance Test Plans (ATP) to ensure functional requirements and issues are tested

Service Support

• Answer incoming end-user calls requiring assistance with HMIS combo contract processes or software
• Log issues and resolutions according to Help Desk procedures in order to track and trend software issues or training gaps
• Applies customer service skills and technical abilities to resolve customer inquiries; escalates issue to the HMIS technical team as appropriate, but retains resolution ownership
• Additional responsibilities as requested or assigned

MINIMUM Requirements

Education

• High School Diploma or equivalent

Certification/License

• Valid state driver’s license with an acceptable driving record

Experience

• At least three (3) year experience with both Cemetery and Funeral Services Contracts
• Experienced HMIS Software user; viewed by colleagues as an internal HMIS resource
• Prior experience as a trainer preferred; demonstrate understanding various learning methods
• Computer literate and proficient with MS Office, Word, Excel, and Power Point

Work CONDITIONS

Work Environment

• Professional Dress is required when in contact with families. 

Work Postures

• Frequent, continuous periods of time standing, up 6 hours per day
• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond “standard” hours as the need arises
• Travel up to 25% within the Market

COMPENSATION:

Salary - 66.5K-70K

BENEFITS:

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

Postal Code: 91204

Category (Portal Searching): Operations

Job Location: US-CA - Glendale