Visitor Services Representative and Park Dispatcher

Service Corporation International•Whittier, CA

5d•$20 - $24•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 assisting guests with questions, providing information and directions, and answering incoming calls. The role also requires monitoring a two-way radio and CCTV for safety and emergency requests, dispatching appropriate resources, and recording cemetery repairs, safety violations, and maintenance requests in the system. The position is within the Hospitality category and requires a high school diploma or GED, a valid driver's license, and at least two years of experience in security administration, including CCTV monitoring, two-way radio use, and dispatching. Customer service experience communicating face-to-face with the public is also required. Bilingual proficiency is a plus.

Requirements

High School Diploma or GED
Valid state driver’s license with an acceptable driving record
At least two (2) years 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
Cognitive ability including reasoning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply 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

Nice To Haves

Bilingual speaking proficiency a plus

Responsibilities

Monitors Gate 1 Traffic with an average of 1.5 million vehicles annually.
Listens to guest questions and asks clarifying questions to provide information and directions.
Answers incoming calls following similar protocols.
Monitors two-way radio and CCTV for safety and emergency requests, notifying and dispatching the appropriate resources.
Records cemetery repair, Safety Violations and maintenance requests in the system.
Monitors incoming and outgoing traffic at gate 1 to ensure all funeral processions are enter without delays.
Coordinates traffic routes with Visitor Services, Funeral Directors and Motor Escorts based on incoming and outgoing traffic at Gate 1.
Professionally and with sensitivity greets visitors entering Park property.
References daily schedule, to provide service information and directions to buildings via brochures, QR codes, or GPS coordinates.
References land map to locating gravesites or mausoleums.
Enters gravesite repairs in database as reported by guests.
Reads/Responds to Visitor Services emails, assesses requests (such as lot blocks, vase installs, or grave repairs) and enters request in the appropriate system.
Professionally and promptly, answers incoming calls, listens to caller’s needs, providing information or routing call to the applicable department.
Restocks information materials; orders materials to maintain an adequate supply.
Monitors and dispatches calls for services via a two-way radio for safety and emergency requests; asks questions to obtain pertinent information.
Monitors CCTV cameras for security or safety incidents utilizing investigation and tracking tools when criminal activity is on campus.
Instructs incoming emergency authorities to the appropriate areas where the emergency is occurring.
Assesses situation to dispatch the appropriate internal resources, contact 911 emergency services, or initiates emergency text to management or associates.
Logs request and incidents according to procedures.
Follows up with respondent on actions taken; updates log and closes request.
Maintains dispatch equipment in working order requesting maintenance or repair when needed.
Self manages workload to deliver quality work on time.
Completes complex work applying experience and knowledge of procedures, regulations, and policies; escalates unique issues for guidance.
Consistently applies procedures, regulations, and policies producing compliant and efficient results.
Exhibits accountability for work and behaviors.
Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager.
Notifies manager when workload is light and volunteers for additional work.
Adjusts quickly to work within new work structures, processes, requirements, or cultures.
Ensures compliance with local, state, and federal regulations.
Drafts SOPs and Job Aids with an appropriate level of detail for user needs.