Visitor Services Representative and Park Dispatcher

SCI Shared Resources•Whittier, CA

8d•Onsite

About The Position

This role serves as the first point of contact for grieving families and guests visiting Rose Hills properties. The position involves monitoring Gate 1 traffic, which handles an average of 1.5 million vehicles annually. Responsibilities include professionally and warmly greeting guests, answering questions, providing information and directions, and handling incoming calls. Additionally, the role requires monitoring two-way radio and CCTV for safety and emergency requests, dispatching appropriate resources, and recording cemetery repair, safety violations, and maintenance requests in the system.

Requirements

High School Diploma or GED
Valid state driver's license with an acceptable driving record
At least two (2) years of security administration experience monitoring CCTV, using two-way radios, and dispatching security or emergency services.
Customer service experience communicating face to face with the general public.
Bilingual speaking proficiency a plus
Professional verbal communication and listening skills
Basic computer skills and light typing
Cognitive ability including reasoning, identifying problems, comprehending ideas, learning quickly, learning from experience, and appropriately applying learning to new situations.
Process and results oriented, motivated to keep projects moving ahead by identifying obstacles and exploring alternatives.
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 within the team.
Professional written and verbal communication skills.
Ability to work overtime.

Nice To Haves

Bilingual speaking proficiency

Responsibilities

Monitor incoming and outgoing traffic at gate 1 to ensure all funeral processions enter without delays.
Coordinate traffic routes with Visitor Services, Funeral Directors, and Motor Escorts based on incoming and outgoing traffic at Gate 1.
Greet visitors entering Park property professionally and with sensitivity.
Listen to guests' questions to provide accurate information.
Reference daily schedule to provide service information and directions to buildings via brochures, QR codes, or GPS coordinates.
Reference land map to locate gravesites or mausoleums.
Enter gravesite repairs in the database as reported by guests.
Read and respond to Visitor Services emails.
Assess requests (such as lot blocks, vase installs, or grave repairs) and enter them into the appropriate system.
Answer incoming calls professionally and promptly.
Listen to callers' needs, providing information or routing calls to the applicable department.
Restock information materials and order materials to maintain an adequate supply.
Monitor and dispatch calls for services via a two-way radio for safety and emergency requests; ask questions to obtain pertinent information.
Monitor CCTV cameras for security or safety incidents utilizing investigation and tracking tools when criminal activity is on campus.
Instruct incoming emergency authorities to the appropriate areas where the emergency is occurring.
Assess situations to dispatch the appropriate internal resources, contact 911 emergency services, or initiate emergency texts to management or associates.
Log requests and incidents according to procedures.
Follow up with respondents on actions taken; update logs and close requests.
Maintain dispatch equipment in working order, requesting maintenance or repair when needed.
Self-manage workload to deliver quality work on time.
Complete complex work applying experience and knowledge of procedures, regulations, and policies; escalate unique issues for guidance.
Consistently apply procedures, regulations, and policies, producing compliant and efficient results.
Exhibit accountability for work and behaviors.
Take the initiative to discuss assignments, expectations, priorities, and deadlines, as well as seek guidance and coaching from the manager.
Notify the manager when workload is light and volunteer for additional work.
Adjust quickly to work within new work structures, processes, requirements, or cultures.
Ensure compliance with local, state, and federal regulations.
Draft SOPs and Job Aids with an appropriate level of detail for user needs.