Visitor Services Representative and Park Dispatcher

SCI Shared Resources•Whittier, CA

11d•Onsite

About The Position

The Visitor Services Representative and Park Dispatcher provides professional, sensitive service to park visitors and associates while handling incoming calls, visitor requests, and safety and security dispatch. The role answers questions, provides directions and service information, records service requests and incidents, and dispatches appropriate internal or external resources as needed. The position also monitors gate traffic and CCTV cameras, maintains dispatch equipment, and supports compliant, timely operations. Work takes place indoors and/or outdoors in all seasons and weather conditions; employees must follow the Field dress code policy.

Requirements

High school diploma or GED.
Valid state driver’s license with an acceptable driving record.
At least two 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.
Professional verbal communication and listening skills.
Basic computer skills and light typing.
Ability to reason, identify problems, comprehend ideas, learn quickly and from experience, and apply learning to new situations.
Process- and results-oriented approach, including identifying obstacles and exploring alternatives to keep projects moving.
Positive attitude, self-motivation, and drive to continually advance understanding of the industry and business.
Ability to build professional and trusting business relationships within the team.
Professional written and verbal communication skills.
Ability to work overtime.
Ability to perform the essential job functions with or without reasonable accommodation.

Nice To Haves

Bilingual speaking proficiency.

Responsibilities

Monitor incoming and outgoing traffic at Gate 1 to help ensure funeral processions enter without delay, coordinating routes with Visitor Services, Funeral Directors, and Motor Escorts.
Greet visitors professionally and sensitively, answer questions, and provide service information and directions using schedules, brochures, QR codes, GPS coordinates, and land maps.
Enter reported gravesite repairs into the database.
Read and respond to Visitor Services emails, assess requests such as lot blocks, vase installations, and grave repairs, and enter requests into the appropriate system.
Answer incoming calls promptly, identify callers’ needs, provide information, or route calls to the applicable department.
Restock information materials and order supplies to maintain adequate inventory.
Monitor and dispatch safety and emergency service calls using a two-way radio, asking questions to obtain pertinent information.
Monitor CCTV cameras for security or safety incidents and use investigation and tracking tools when criminal activity occurs on campus.
Direct arriving emergency authorities to the appropriate locations.
Assess situations and dispatch appropriate internal resources, contact 911, or initiate emergency text notifications to management or associates.
Log requests and incidents according to procedures; follow up with respondents, update logs, and close requests.
Maintain dispatch equipment in working order and request maintenance or repairs when needed.
Manage workload to deliver quality work on time, follow applicable procedures and regulations, and escalate unique issues for guidance.
Discuss assignments, expectations, priorities, and deadlines with the manager; seek coaching, report light workload, and volunteer for additional work.
Adapt to changes in work structures, processes, requirements, or cultures and ensure compliance with local, state, and federal regulations.
Draft standard operating procedures and job aids with an appropriate level of detail.

Benefits

Medical, dental, and vision coverage (dependent upon eligibility).
Flexible Spending Accounts for health care and dependent care (dependent upon eligibility).
Health Savings Account with company contribution (dependent upon eligibility).
Sick leave (dependent upon eligibility).
Short-term disability (dependent upon eligibility).
Long-term disability (dependent upon eligibility).
Life insurance (dependent upon eligibility).
Voluntary accidental death or dismemberment insurance (dependent upon eligibility).
Dependent life insurance (dependent upon eligibility).
SCI 401(k) Retirement Savings Plan with company match (dependent upon eligibility).
Employee Assistance Program (dependent upon eligibility).