Cemetery Arrangements Specialist

Service Corporation International•Whittier, CA

3d•Onsite

About The Position

Our associates celebrate lives. We celebrate our associates. Ensure that documentation to support the disposition of remains is present in the At-Need file, is accurate, and complies with state, federal, and Company rules and regulations. Provide outstanding Customer Service to internal and external customers. Adhere to high Quality Control standards.

Requirements

Minimum of 3 years of experience in a business environment (mortuary and/or cemetery experience preferred)
Excellent ability to communicate persuasively, both verbally and in written form, with customers, co-workers, and management team.
Must pass competency test demonstrating knowledge of cemetery, crematory, and mortuary laws
CA Driver’s License
Bilingual Preferred
MS Office software
Working with or around client families, colleagues, and working with confidential information.

Nice To Haves

Associates degree in business preferred.

Responsibilities

Comply with state and federal laws and with established Company rules and regulations by inspecting documentation that supports the disposition of remains to ensure that it is complete, accurate, and filed correctly.
Act on calls from external customers, including other cemeteries and mortuaries, to provide cemetery products and service selections, to include disposition of remains, contracts, and payments.
Assist customers in person with arranging for disposition of remains, presenting cemetery products and service selections, finalizing contracts, and payment.
Create marker records, accept marker payments from outside monument companies and follow up on outstanding marker orders.
Think critically about work processes, troubleshoot situations, and take remedial action.
Prepare and distribute daily interment schedules, reports, and documents.
Manage the chain of custody of cremated human remains.
Adhere to Company policies, procedures, rules, and controls.
Adhere to safety rules and regulations, and report unsafe practices to management.
Act on customer complaints to provide satisfactory resolution.
Participate in training and skill development opportunities to improve competency and customer service.
Report to work on time and maintain standard attendance.
Develop and maintain strong relationships with arrangement Counselors and give support as needed.
Creates At-Need contracts when needed.
Corrects information in At-Need files when needed.
Must be able to follow through and troubleshoot problems areas according to the needs of the department.
Supports all other departments by researching information requested relating to at-need and pre-need contracts, and responds in a timely and positive manner.
Responds to all department complaints, as they relate to errors resulting in the dissatisfaction of services provided by members of the At-Need team, with the intent to resolve issues before referring matter to the supervisor or manager.
Maintains an inter-department good working relationship, leading by example and fostering the need for open communication.
Must have complete knowledge and understanding of Forethought rules and policies (includes AML).