Mortuary Office Specialist

Service Corporation International•Whittier, CA

2d•$20 - $25

About The Position

Our associates celebrate lives. We celebrate our associates. Provide excellent customer service on every phone call, displaying proper telephone etiquette, strong voice quality, and clear articulation. Take first calls, dispatch removal team, ensure completion and distribution of Death Certificates are completed in accordance with state, federal, and company rules and regulations. Perform clerical duties as needed. Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations and have assigned other duties as seen fit by your supervisor/ lead. Operate and understand Mitel Connect communicator, in order to utilize company directory online. Take first calls from emotionally distraught customers with professionalism and compassion. Take action to obtain doctor’s information, embalming permission and removal/releases in order to complete the first call process. Handle calls calmly and respectfully, from troubled or dissatisfied customers, who may not act rationally. Be proactive and timely in service for all internal and external customers, while maintaining professionalism. Accurately and efficiently, mail out certified copies of death certificates. Stay updated on changes from Coroner’s offices, state and county health departments, hospitals, and the death care industry. Participate in training and skills development opportunities to improve competency and customer service. On occasion, proof death certificates, prior to filing, to ensure accuracy. Comply with state and federal laws and established company rules and regulations, by ensuring that documentation to support the disposition of remains is complete, accurate, and archived. Ensure that all documentation received after disposition, is scanned into HMIS case documents in a timely manner. Act on customer complaints to provide a satisfactory resolution. Work according to safety standards set by the company, and by state and federal agencies. Report unsafe conditions to management. Understand and achieve annual SMART Goals. Assist with ongoing specialty/department projects. Report to work on time, work occasional overtime, and maintain standard attendance. Must be willing to work a rotating 3-6 month schedule, including; weekends, holidays, and be open to supporting a 24 hour/7 days a week call center.

Requirements

Preferred 3 years’ experience in a business environment (knowledge of Mortuary and/or Cemetery preferred)
High School Diploma, or GED
Communicate persuasively with co-workers, customers, government agencies, and doctor’s offices to gain cooperation; use persistence, finesse, and tact
Knowledge of navigating through HMIS
Excellent telephone etiquette
Ability to handle callers respectfully, when call volume is high
Ability to multitask successfully
Great memory for names, departments, and companies
Friendly, warm, and approachable manner either in-person or over the phone
Ability to problem solve and suggest solutions
Ability to operate Microsoft Outlook
Have a valid CA Driver’s License and clean record
Keyboard at 40 wpm

Nice To Haves

Bilingual a plus

Responsibilities

Provide excellent customer service on every phone call, displaying proper telephone etiquette, strong voice quality, and clear articulation.
Take first calls, dispatch removal team, ensure completion and distribution of Death Certificates are completed in accordance with state, federal, and company rules and regulations.
Perform clerical duties as needed.
Operate and understand Mitel Connect communicator, in order to utilize company directory online.
Take first calls from emotionally distraught customers with professionalism and compassion.
Take action to obtain doctor’s information, embalming permission and removal/releases in order to complete the first call process.
Handle calls calmly and respectfully, from troubled or dissatisfied customers, who may not act rationally.
Be proactive and timely in service for all internal and external customers, while maintaining professionalism.
Accurately and efficiently, mail out certified copies of death certificates.
Stay updated on changes from Coroner’s offices, state and county health departments, hospitals, and the death care industry.
Participate in training and skills development opportunities to improve competency and customer service.
On occasion, proof death certificates, prior to filing, to ensure accuracy.
Comply with state and federal laws and established company rules and regulations, by ensuring that documentation to support the disposition of remains is complete, accurate, and archived.
Ensure that all documentation received after disposition, is scanned into HMIS case documents in a timely manner.
Act on customer complaints to provide a satisfactory resolution.
Work according to safety standards set by the company, and by state and federal agencies.
Report unsafe conditions to management.
Understand and achieve annual SMART Goals.
Assist with ongoing specialty/department projects.
Report to work on time, work occasional overtime, and maintain standard attendance.
Must be willing to work a rotating 3-6 month schedule, including; weekends, holidays, and be open to supporting a 24 hour/7 days a week call center.