Cemetery Arrangements Specialist

SCI Shared Resources•Whittier, CA

About The Position

The Cemetery Arrangements Specialist ensures that documentation supporting the disposition of remains is present in At-Need files, accurate, and compliant with applicable state and federal laws and Company rules. The role provides outstanding customer service to internal and external customers and maintains high quality-control standards. The Specialist assists customers with cemetery arrangements, products and services, contracts, and payments; supports arrangement counselors and other departments; and helps resolve issues and complaints. The position requires a rotating schedule that includes weekends and holidays, and overtime as needed to complete daily work. 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. The stated compensation range is $22.00–$26.00 per hour, with exact compensation varying based on skills, experience, and location. Benefits are dependent upon eligibility.

Requirements

At least 3 years of experience in a business environment.
Ability to communicate persuasively and effectively, verbally and in writing, with customers, coworkers, and management.
Must pass a competency test demonstrating knowledge of cemetery, crematory, and mortuary laws.
Valid California Driver’s License.
Ability to work a rotating schedule that includes weekends and holidays.
Ability to work overtime as needed and complete daily work before leaving.
Ability to perform essential job functions with or without reasonable accommodations.
Complete knowledge and understanding of Forethought rules and policies, including AML.

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 calls from external customers, including other cemeteries and mortuaries, to provide cemetery product and service selections, disposition-of-remains arrangements, contracts, and payment assistance.
Assist customers in person with disposition-of-remains arrangements, cemetery product and service selections, contract completion, and payment.
Create marker records, accept payments from outside monument companies, and follow up on outstanding marker orders.
Troubleshoot work-process issues, think critically, and take remedial action as needed.
Prepare and distribute daily interment schedules, reports, and documents.
Manage the chain of custody of cremated human remains.
Follow Company policies, procedures, rules, controls, and safety requirements; report unsafe practices to management.
Respond to customer complaints and work toward 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, provide support as needed, create At-Need contracts when needed, and correct At-Need file information when needed.
Research information about At-Need and pre-Need contracts for other departments and respond in a timely, positive manner.
Address interdepartmental complaints related to errors by the At-Need team, seeking resolution before referring matters to a supervisor or manager.
Maintain good interdepartmental working relationships and foster open communication.
Complete additional tasks as management deems necessary.