Memorial Counseling Assistant

Forest Lawn Mortuary•Long Beach, CA

About The Position

The Memorial Counseling Assistant supports memorial arrangement and funeral service processes by coordinating special product orders, paperwork, client-family follow-up, and communication with internal departments and outside vendors. The role requires a professional demeanor and appearance, accuracy, organization, and the ability to address families’ concerns with compassion and empathy. The assistant may meet with families during memorial arrangements or when additional products or services are requested, and may complete arrangement processes with client families. The position may require working at other locations as needed, as well as weekends and holidays. The employee must maintain knowledge of Forest Lawn commodities, services, pricing, history, policies, and procedures; respond accurately and promptly to inquiries about funeral prices; maintain confidentiality; and follow the Forest Lawn dress code. Applicants who receive a job offer must voluntarily complete a pre-employment hair drug screening. Forest Lawn participates in E-Verify and considers applicants with criminal histories in accordance with applicable laws.

Requirements

High school diploma or GED, and three years of customer service experience and/or training, or an equivalent combination of education and experience.
Three years of customer service experience.
Strong organizational skills and ability to multitask.
Excellent oral and written communication skills.
Ability to convey a respectful and empathetic demeanor to client families.
Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and operating a PC.
Ability to become proficient in specialized systems such as the MA System and HMIS.
Ability to type 50 WPM.
Maintain confidentiality of all material and data.
Maintain regular attendance and punctuality.
Professional dress and adherence to the Forest Lawn dress code.
Availability to work weekends and holidays.

Nice To Haves

Previous sales experience.

Responsibilities

Process, follow up on, and confirm special orders for products and services, including keepsake jewelry, caskets and engraving, webcasts, urns, flag cases, military honors, memory folders, special vaults, and celebrants.
Follow up on pending contract payments, process contract add-ons, and complete follow-up calls.
Obtain and confirm photographs for posters, portraits, and other memorialization items.
Complete the arrangement process with client families when needed.
Process Memorial Counseling paperwork and requisitions, and coordinate with outside vendors and internal Purchasing, Merchandising, and support departments.
Accurately complete and submit orders, forms, and related paperwork for arrangements, contract agreements, and funeral services by designated due dates.
Maintain thorough knowledge of current Forest Lawn commodities, services, pricing, history, policies, and procedures.
Respond accurately and promptly to funeral price inquiries received by telephone, in person, fax, email, or mail.
Address client-family concerns compassionately and empathetically, seek guidance when needed, and follow up on pending orders or changes.
Meet with families when additional products or services are requested and during memorial arrangement appointments as needed.
Assist the Memorial Counseling Secretary and other departments professionally.
Work at other locations as needed.
Maintain regular attendance and punctuality, confidentiality, professional dress, and compliance with the Forest Lawn dress code.
Be available to work weekends and holidays.