Funeral Services Director Lead

Service Corporation International•Whittier, CA

11d•$24 - $30

About The Position

Our associates celebrate lives. We celebrate our associates. Being an expert in the field, with at least 5 years of experience, you will support all high profile services, VIP services, customer service issues and be a mentor to your peers. Responsible for coordinating all service details to ensure service excellence is met and exceeded with every family served. Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations. Performs all responsibilities of a Funeral Services Director. Direct, Assist, Chapel Attend and/or make removal depending on service need; must have open availability to change schedule working evenings and/or days to support customer needs. Lead by example and set the standard for RH service Directors. Observes Funeral Services Directors while interacting with customers, preparing for services, and presiding over services assessing skill set and knowledge for constructive feedback. Summarizes observations, feedback, and development opportunities; provides summary to associate’s supervisor and/or manager for review and collaborates to ensure success. Elevate viable and sustainable improvement ideas to supervisor and/or manager. May update job aids or facilitate improvement with training. Working independently, completes escalated and high-profile work consistently and accurately applies procedures, regulations, and policies producing compliant and efficient results. Discusses unique issues with management for guidance. As requested by peers or supervisor and/or manager, immediately respond to ‘in the moment’ escalated customer service issues. Empathetically listen to client’s concerns to understand their expectations and service or product gaps. Discuss the situation with the on-site Funeral Services Director. Discuss options with interested parties and obtain resolution agreement. Authorize refunds and implement solutions within prescribed broad guidelines. Completes refund forms, obtains approvals, and processes. Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from supervisor and/or manager. Notifies supervisor and/or manager when workload is light and volunteers for additional work. Adjusts quickly to new work structures, processes, requirements, or cultures. Drafts SOPs and Job Aids with an appropriate level of detail for user needs. Prepares and presents 2 training modules yearly to funeral service team. Self manages workload and priorities to deliver quality work on time. Exhibits accountability and leadership. Ensures compliance with local, state, and federal regulations as well as company policies and procedures.

Requirements

At least five (5) years’ experience directing funeral services in the state of California.
First Call experience arriving at personal homes for removal and empathetically managing initial discussion with deceased family
Demonstrate knowledge and application of industry regulations and company funeral and interment policies and procedures
Ability to accurately read cemetery permits and land maps.
Professional and empathic verbal and written communication skills
Cognitive Ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
Process and results oriented, motivated to keep projects moving ahead by identifying obstacles and exploring alternatives
Applies best practices
Knowledgeable in discipline and industry acumen
Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
Ability to build professional and trusting business relations across the location
Proficient in HMIS, and other proprietary software
Appropriate business attire to be worn when having contact with families or guests
Ability to work evenings, weekend, and overtime
Ability to comply with company policies including but not limited to punctuality/attendance, workplace safety, and project a favorable image of the company

Responsibilities

Performs all responsibilities of a Funeral Services Director.
Direct, Assist, Chapel Attend and/or make removal depending on service need; must have open availability to change schedule working evenings and/or days to support customer needs.
Lead by example and set the standard for RH service Directors.
Observes Funeral Services Directors while interacting with customers, preparing for services, and presiding over services assessing skill set and knowledge for constructive feedback.
Summarizes observations, feedback, and development opportunities; provides summary to associate’s supervisor and/or manager for review and collaborates to ensure success.
Elevate viable and sustainable improvement ideas to supervisor and/or manager.
May update job aids or facilitate improvement with training.
Working independently, completes escalated and high-profile work consistently and accurately applies procedures, regulations, and policies producing compliant and efficient results.
Discusses unique issues with management for guidance.
As requested by peers or supervisor and/or manager, immediately respond to ‘in the moment’ escalated customer service issues.
Empathetically listen to client’s concerns to understand their expectations and service or product gaps.
Discuss the situation with the on-site Funeral Services Director.
Discuss options with interested parties and obtain resolution agreement.
Authorize refunds and implement solutions within prescribed broad guidelines.
Completes refund forms, obtains approvals, and processes.
Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from supervisor and/or manager.
Notifies supervisor and/or manager when workload is light and volunteers for additional work.
Adjusts quickly to new work structures, processes, requirements, or cultures.
Drafts SOPs and Job Aids with an appropriate level of detail for user needs.
Prepares and presents 2 training modules yearly to funeral service team.
Self manages workload and priorities to deliver quality work on time.
Exhibits accountability and leadership.
Ensures compliance with local, state, and federal regulations as well as company policies and procedures.