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Supervise and lead the Memorial Department in providing a premier level of customer service. Responsible for maintaining customer service standards in accordance with company’s strategic plan, including general supervising standards, staff supervision and development.

Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.

Business & Operational Management

Customer service – 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. Prevent customer satisfaction issues by proactively identifying, understanding and taking the necessary action to prevent customer pain points from becoming customer issues. Resolve customer dissatisfaction issues by active listening, troubleshooting, and taking the necessary action

Process Management – Proactively identify opportunity for process improvements and enhancement to our customers’ experience in addition to interdepartmental and cross functional processes. Recommend changes to guarantee customer satisfaction, and change processes and/or policies to improve service excellence.

Goods and services – Ensure that the goods and services the departments provide are aligned with customer needs and support the Company’s strategic initiatives. Oversee changes with product lines, price lists and applicable display to ensure accuracy and compliance. Ensure Marker Department areas, product displays, showrooms, and offices are continuously maintained and presentable.

Policies & procedures – Ensure that functions of the Memorial Department are done in a positive, professional, organized, and caring manner and in keeping with Company and Department Policies & Procedures. Comply with state and federal laws, and with established company rules and regulations by ensuring that documentation to support the disposition of remains are complete and accurate

Compliance ­– Inspect disposition paperwork when needed for accuracy in accordance to with state and federal laws, and with established company rules and regulations by ensuring that documentation to support the disposition of remains are complete and accurate.

Support cross-functional department by communicating regularly and participating in rotating manager on duty weekends and holidays.

Leadership
Maintain positive team relationships by leading through personal example, listening to team members, encouraging commitment and loyalty, showing genuine interest in employees, and rewarding high levels of job performance, behavior, and attendance. Ensure that open two-way communication occurs daily with all the staff; schedule monthly staff meetings with written agendas and action items; maintain written records of the meetings. Meet regularly and maintain high levels of open communication with cross functional supervisors and managers to insure smooth delivery of products and services Ensure that all individual and team points-of-contact with peers, customers, and coworkers are conducted positively and with a high level of professionalism Ensure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees regularly to insure they are on target, and providing constructive feedback and positive recognition

Risk Management

Ensure that all office activities are conducted in accordance with the rules and regulations of the Company and with state and federal regulatory agencies so that no fines or citations are issued for noncompliance.

Ensure that regular Health & Safety Meetings are held and documented, and that all staff are fully trained in every health & safety regulation.

Human Resources Development
Promote a safe work environment for all employees. Establish and maintain clear written job expectations, procedures, and quality service guidelines for At-Need Operations as necessary. Provide constructive feedback and positive recognition when appropriate. Take appropriate written corrective action when required.

Professional Development 

Maintain a fair and balanced staffing schedule that meets customer demands while considering employee’s needs for PTO Work with the Manager of At-Need Operations to set professional development goals and schedules.

Experience and Education Requirements:

• Five years or more of experience within the funeral and cemetery services industry required
• Two years or more of supervisory or management experience preferred
• Licensed Funeral Director, preferred
• Bachelor’s degree or equivalent, preferred
• Proven ability to coach, develop, and train individuals and high performance teams
• Excellent communication and interpersonal skills
• Ability to positivity and proactively handle customer concerns
• High level of ownership, accountability, and initiative
• Current CA driver’s license and good driving record

Special Skills:

• Intermediate level skill using MS Excel
• Intermediate presentation skills using MS PowerPoint
• Intermediate level skill us MS Word
• Advanced proficiency in HMIS preferred
• Public speaking skills
• Demonstrated skill in achieving operation goals
• Knowledge of policy development, EEO, and Cal OSHA regulations
• Ability to successfully direct Marker department
• Networking throughout the community
• Demonstrate ability to work with outside vendors and companies to make sure orders and request are delivered in a timely fashion
• Excellent oral and written English communications skills
• High level of critical thinking and problem solving
• Knowledge of Rose Hills Park Rules & Regulations
• Good interpersonal skills to relate well with people at all levels
• Ability to train others
• Excellent interpersonal relations skills
• Detail-mindedness
• Problem solving skills
• Self-motivated and flexible
• Warmth, compassion, empathy
• Diplomacy under pressure
• Ability to multi-task, prioritize tasks, and differentiate level of importance
• High level of communication and listening skills
• Cultural sensitivity to the diverse community that Rose Hills serves
• Basic PC skill with MSWord, Excel, and Outlook
• HMIS system knowledge

Key Competencies:

As Memorial Department Supervisor 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.

Working Environment:

The atmosphere can be heavy with grief and sad emotions. Incumbent must be able to work effectively in this atmosphere by not letting it affect his/her ability to provide the level of professional service that families expect.  Must be able to remain positive, calm, and composed during stressful situations; and present a professional appearance at all times.  Must work daily with interruptions and changing schedules; be able to work a flexible schedule, depending on business needs; work occasional evenings and/or weekends.

Physical Requirements:

Work with grieving families; handle emotional situations with professionalism; have the physical stamina to supervise Marker Department customer service team members, and Marker Department design team working in emotionally charged situations; occasionally must be able to lift, pull, push up to approximately 200# (markers, monument, vaults).

Equipment / Machines / Programs Operated:

• Telephone
• HMIS
• PC with MSOffice software and printer
• Copier, fax machine
• Markers and monuments

Compensation:

• $77,000/yr - $87,000/yr
• Quarterly Bonus Program

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: Working with or around client families, colleagues, and working with confidential information. 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): Marketing and Advertising

Job Location: US-CA - Whittier