Our associates celebrate lives. We celebrate our associates.

Provide outstanding customer service to internal and external customers by supervising the Mortuary Office, Mortuary Office Lead, Mortuary Office Specialists, and the Mortuary Office Filers in accordance with Rose Hills strategic management practices, including General Supervising Standards, Staff Supervision and Development, Scheduling/Staffing, Compliance, Safety, and Budget Expectations. Ensure that all documentation is completed in accordance with state, federal, and company rules and regulations.

Position Summary: Provide outstanding customer service to internal and external customers by supervising the Mortuary Office, Mortuary Office Lead, Mortuary Office Specialists, and the Mortuary Office Filers in accordance with Rose Hills strategic management practices, including General Supervising Standards, Staff Supervision and Development, Scheduling/Staffing, Compliance, Safety, and Budget Expectations.  Ensure that all documentation is completed in accordance with state, federal, and company rules and regulations.

• Supervise the Mortuary Office according to management expectations set forth in the Performance Review process.
• Maintain high level of customer satisfaction as to it pertains to First Calls, general questions and inquires, and customer service issues. Majority of calls received are during a time of grief where empathy and compassion must be displayed at all times.
• 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, accurate, and filed.
• Stay updated on changes from Coroners’ Offices, state and county health departments, and the death care industry.
• Assist and empower the team to resolve customer complaints by troubleshooting and taking appropriate action.
• Ensure a high level of quality control by adhering to standard practices and reporting training opportunities to management.
• 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.
• Support cross-functional departments by communicating regularly and participating in rotating manager on duty weekends.
• Insure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees to insure they are on target, suggesting better ways of performing tasks, providing constructive feedback and positive recognition, and delivering timely performance appraisals.
• Maintain fair and balanced staffing schedule that meets Office demands seven days a week, 24 hours a day, by understanding work flow volume, understanding employee skill and experience, and considering employee’s needs for Paid Time off.
• Use standard written and verbal English communication skills, and articulates ideas clearly and professionally to gain support from staff, other Company offices, and government agencies.
• Any other duties assigned by management.

Experience and Education and Special Skills:

• Knowledge of Mortuary, Cemetery, and/or supervisory experience is preferred,
• A.A. degree in business or mortuary science, or equivalent is preferred
• Excellent communication and interpersonal skills
• Ability to positivity and proactively handle customer concerns
• High level of initiative, accountability, and sense of ownership
• Current CA driver’s license and good driving record
• Bilingual English/Chinese and/or English/Spanish or English/Vietnamese preferred

Special Skills

Communicate persuasively with co-workers, management team, customers, government agencies, and doctor’s offices to gain cooperation; use persistence, finesse, and tact

Operate Electronic Death Registration System (EDRS)

Knowledge of causes of death and medical coding

MS Office Software

HMIS system

CA Driver’s License

Keyboard at 40 wpm

Bilingual a plus

Compensation:

$77,000/yr - $87,000/yr

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): Operations

Job Location: US-CA - Whittier