Hospitality Services Associate

Service Corporation International•Whittier, CA

2d•$22 - $26•Onsite

About The Position

The Hospitality Services Associate provides front-of-house and administrative support to grieving families, guests, Arrangement Directors, and Family Service counselors. The role involves operating a multi-line telephone console, welcoming and assisting visitors with warmth and sensitivity, and communicating one-on-one with families. The associate helps maintain an organized reception environment, supports family intake and appointment workflows, handles communications and documentation, and follows company procedures and applicable requirements while protecting confidential information. The position is based in a carpeted, air-conditioned reception area where the associate is seated for most of the day and works amid grief and emotionally difficult situations. The associate must remain professional, calm, positive, and effective under pressure, while managing frequent interruptions and a heavy volume of inbound calls. A flexible schedule may be required based on business needs. The listed compensation is $22.00 to $26.00 per hour, with exact compensation varying based on skills, experience, and location.

Requirements

Two years of experience in a fast-paced customer service environment where warmth and compassion were developed.
Warmth, compassion, and empathy.
Diplomacy under pressure and the ability to remain calm and composed in stressful situations.
Ability to multitask, prioritize tasks, and distinguish their relative importance.
Strong communication and listening skills.
Cultural sensitivity toward the diverse community served by Rose Hills.
Basic PC skills, including Microsoft Word, Excel, and Outlook.
Ability to work a flexible schedule depending on business needs.
Ability to sit in the reception area for most of the working day and answer a continual stream of phone calls.
Ability to lift approximately 40 pounds, including clothing, garment bags, and a coffee maker.

Nice To Haves

Previous reception experience.
Some college coursework or equivalent.
Associate degree or equivalent.
HMIS familiarity.
Bilingual ability.

Responsibilities

Keep the Arrangement Desk, Galleria, and assigned work areas clean, organized, and professional.
Welcome families and guests with warmth, compassion, and professionalism; provide directions and assistance to offices, chapels, service locations, and interment areas.
Provide accurate service and viewing information and respond to family and visitor inquiries in a courteous, timely manner.
Help prepare arrangement rooms for appointments and maintain informational materials, supplies, and coffee service.
Receive, document, and log clothing and personal effects; verify requests and ensure items are documented and delivered promptly to Professional Services.
Coordinate special requests and communicate relevant information to appropriate departments while handling personal belongings and confidential information discreetly.
Monitor daily appointment schedules, maintain accurate appointment information, and support implementation of the 2UP-System when greeting and assigning families to counselors.
Research and verify family information before and during appointments; communicate appointment changes, delays, and scheduling needs to team members.
Support appointment readiness and help minimize unnecessary family wait times.
Answer incoming calls using proper telephone etiquette; monitor and respond to emails and other communication requests.
Direct calls, messages, and inquiries to the appropriate people or departments and accurately communicate information to counselors, supervisors, and other departments.
Assist with payment intake, compliance signatures, FFW, HMIS updates, other assigned documentation, and pre-call and post-call follow-ups.
Provide administrative coverage and assistance to support daily departmental operations.
Follow company policies, procedures, and applicable state and federal requirements; maintain accuracy and confidentiality when handling family information, documentation, and payments.
Follow procedures for clothing, personal effects, and special requests; maintain a professional appearance and comply with dress code expectations.
Identify and report workplace hazards, safety concerns, and operational issues to the appropriate supervisor or lead.
Participate in required training, department meetings, and performance development activities.
Demonstrate accountability, dependability, teamwork, and willingness to assist colleagues as business needs require.