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Make a positive first impression to family members and guests during a time a grief by expressing empathy, behaving professionally, intently listening, and speaking clearly and calm. Receives client families and visitors at the front desk by greeting, welcoming, directing and announcing them courteously and appropriately. Answers, screens, and routes incoming phone calls. Addresses customer service concerns, researches issues, and involves management. Performs accounts payable and runs standardized accounting reports. Guides colleagues with event set-up including casket and floral placement.

Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.

JOB RESPONSIBILITIES

• Professionally answers ‘First Calls’. With compassion and empathy, asks questions to obtain pertinent information. Enter responses in proprietary database software to initiate the removal process, embalming or cremation permission. Answers routine questions associated with services, products, location directions, etc. Answers, screens, and routes incoming calls to appropriate staff members.

• Greets guests and visitors, offering assistance when entering the building. Notifies staff members when appointments arrive and escorts guests to appropriate room. Directs guests to various chapels, often providing written directions. Receives deceased belongings from family and follows chain of custody procedures.

• Maintains a comfortable environment for clients, providing beverages and other amenities for families as needed. May make coffee. Maintains guest-waiting area, disposing of trash, replacing tissues, and general straightening of furniture.

• Take immediate action on Customer Service concerns. Obtain customer contact information and details about the concern including if customer relays how to rectify the concern. Research information about the concern. Address the concern and findings with the appropriate member of management to determine and implement the resolution.

• Provides event set-up guidance to colleagues for a variety of services. Teaches staff how to appropriately place casket and floral arrangements, religious icons, podiums, easels and photos, chairs, tables, table cloths, tissues, trash receptacles, food or beverages, and similar. May need to drive company vehicles to accomplish responsibilities.

• Request ‘same day checks’ by entering approved requests in SDC system. Review invoices and documents for accuracy and approvals. Record invoice and check request to case number ensuring invoice and credit account accurately. Run standard accounting reports.

• Working independently, completes routine to complex work consistently and accurately applies procedures, regulations, and policies producing compliant and efficient results. Discusses unique issues with management for guidance. Self manages workload and priorities to deliver quality work on time. 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 new work structures, processes, requirements or cultures.

MINIMUM Requirements

Education & Licenses

• High School Diploma or GED

• A valid state driver’s license with an acceptable driving record

Experience

• At least four (4) years’ receptionist, mortuary office, and accounting clerk work experience

• Demonstrate knowledge and application of regulations

• Bilingual Chinese

Knowledge, Skills and Abilities

• Ability to remain professional, calm, and influence the customer’s behaviors.

• Professional verbal and written communication skills

• Proficient computer skills to enter and validate data in multiple systems and run standard reports

• Proficient MS Office Suite skills,

• Cognitive Ability to learn quickly, learn from experience, and appropriately apply learning to new situations.

• Appropriate business attire to be worn when having contact with families or guests

• Ability to work overtime

• Ability to comply with company policies including but not limited to punctuality/attendance and projecting a favorable image of the company

Work Environment

• Work is primarily in an office environment. Work seated and/or standing and walking in a carpeted, air-conditioned office where noise level from associates can be quiet to moderate. Work under deadlines, and maintain high accuracy and customer service.

• Ability to work in a grieving and emotional environment.

Compensation:

$26.44/hr - $35.77/hr

Exact compensation may vary based on skills, experience, and location.

Rose Hills is an Equal Opportunity Employer. The company’s hiring procedures do not discriminate against any person on the basis of race, color, national origin, religion, ethnicity, age, sex, sexual-orientation, veteran’s status or disability, or any other legally protected status.

SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.

Postal Code: 90601

Category (Portal Searching): Operations

Job Location: US-CA - Whittier

Job Profile ID: R00366

Time Type: Full time

Location Name: Rose Hills Company