Cemetery Arrangements Specialist

Service Corporation International•Whittier, CA

7d•$22 - $26

About The Position

The Cemetery Arrangements Specialist ensures that At-Need files contain accurate, complete documentation supporting the disposition of remains and that records comply with applicable state and federal laws and Company requirements. The role provides customer service to internal and external customers, supports cemetery arrangements and related transactions, maintains quality-control standards, and coordinates with arrangement counselors and other departments. The specialist handles customer inquiries and arrangements, including disposition selections, contracts, and payments; maintains marker records and follows up on marker orders; prepares interment schedules and reports; and manages the chain of custody for cremated remains. The role also researches contract information, corrects At-Need files, troubleshoots issues, and responds to complaints with the goal of resolving them promptly. It requires adherence to Company policies and safety rules, ongoing training, reliable attendance, and other duties as assigned. The position pays $22.00–$26.00 per hour, depending on skills, experience, and location. Training pay is $20.00 per hour upon hire, increasing to $22.00 per hour after successful completion of training and the ability to complete four cases. Work overtime as needed and follow a rotating schedule that includes weekends and holidays. Benefits are subject to eligibility.

Requirements

At least 3 years of experience in a business environment.
Excellent verbal and written communication skills, including the ability to communicate persuasively with customers, coworkers, and management.
Pass a competency test demonstrating knowledge of cemetery, crematory, and mortuary laws.
California driver's license.
Proficiency with MS Office software.

Nice To Haves

Mortuary and/or cemetery experience.
Associate degree in business.
Bilingual ability.

Responsibilities

Inspect documentation supporting the disposition of remains to ensure it is complete, accurate, correctly filed, and compliant with state and federal laws and Company rules.
Respond to external customer calls, including calls from other cemeteries and mortuaries, and provide cemetery product and service selections, disposition arrangements, contracts, and payment assistance.
Assist customers in person with arranging disposition of remains, presenting cemetery products and services, finalizing contracts, and accepting payments.
Create marker records, accept marker payments from outside monument companies, and follow up on outstanding marker orders.
Evaluate 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.
Follow Company policies, procedures, rules, and controls, and comply with safety requirements; report unsafe practices to management.
Address customer complaints and work toward satisfactory resolution.
Participate in training and skill-development opportunities.
Report to work on time and maintain standard attendance.
Develop and maintain strong relationships with arrangement counselors, provide support, create At-Need contracts when needed, and correct At-Need file information when needed.
Follow through on and troubleshoot problem areas according to department needs.
Research at-need and pre-need contract information requested by other departments and respond in a timely, positive manner.
Respond to interdepartmental complaints involving errors by the At-Need team, seeking resolution before referring matters to a supervisor or manager.
Maintain positive interdepartmental working relationships, lead by example, and encourage open communication.
Maintain knowledge and understanding of Forethought rules and policies, including AML.
Perform additional tasks as management deems necessary.