Cemetery Arrangements Specialist

Service Corporation International•Whittier, CA

5d•$22 - $26•Onsite

About The Position

Our associates celebrate lives. We celebrate our associates. Insure 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. Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations. 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. Additional tasks as management deem necessary. Develop and maintain strong relationships with arrangement Counselors and give support as needed. Create 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 of resolving 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).

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
MS Office software

Nice To Haves

Associates degree in business preferred.
Bilingual Preferred

Responsibilities

Ensure documentation for disposition of remains is present, accurate, and compliant with regulations.
Provide customer service to internal and external customers.
Adhere to quality control standards.
Inspect documentation supporting disposition of remains for completeness and accuracy.
Respond to calls from external customers regarding cemetery products and services.
Assist customers in person with arrangements, selections, contracts, and payments.
Create marker records and manage payments from monument companies.
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.
Resolve customer complaints.
Participate in training and skill development.
Report to work on time and maintain standard attendance.
Develop and maintain relationships with arrangement Counselors.
Create and correct At-Need contracts and files.
Research information related to at-need and pre-need contracts.
Resolve department complaints related to errors in services provided by the At-Need team.
Maintain inter-departmental relationships and foster open communication.
Understand Forethought rules and policies.