Cemetery Arrangements Lead

Service Corporation International•Whittier, CA

9d•$24 - $30•Onsite

About The Position

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.

Requirements

Must be able to perform the essential functions of the job with or without reasonable accommodations.
Must be willing and able to work overtime, including holidays and weekends.
Minimum of 3 years' experience in a business environment (knowledge of Mortuary and/or Cemetery preferred)
High School Diploma, or GED
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
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.

Nice To Haves

Keyboard at 40 wpm preferred
Knowledge of navigating through HMIS preferred
Bilingual preferred

Responsibilities

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