Hospitality Services Associate

Service Corporation International; Whittier (CA); On-site; USD 42,000 - 47,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible Spending Accounts

Health Savings Account

Sick Leave

Short-Term Disability

Long-Term Disability

Life Insurance

Voluntary AD&D Insurance

Dependent Life Insurance

SCI 401(k) Retirement Savings Plan

Employee Assistance Program

Job summary

Rose Hills is seeking a warm and professional Front Desk Receptionist to greet grieving families, manage scheduling with counselors, and coordinate with the care team. You will handle high-volume calls, prepare information folders, and maintain a respectful, organized reception area in a supportive environment.

The role requires empathy, strong communication, and the ability to prioritize amidst interruptions, with a typical business schedule in a mausoleum setting.

Qualifications

• Two years in a fast-paced customer service environment with warmth and compassion.
• Previous reception experience helpful
• Some college classes preferred, or equivalent

Responsibilities

• Greet families and guests diplomatically while handling interruptions and deadlines.
• Explain the Dignity Family Assistance Portfolio and Grief Management Resources.
• Direct families to Arrangement Counselors and schedule appointments.
• Answer incoming calls promptly and professionally.
• Prepare appointment slips and information folders for families.
• Maintain reception area, inventories, and logs for personal items of the deceased.
• Provide directions to Rose Hills and assist with viewing room locations.
• Support the care team with administrative tasks and customer service.

Skills

Warmth & empathy

Diplomacy under pressure

Multi-tasking

Prioritization

Communication skills

Listening skills

Cultural sensitivity

MS Office

HMIS familiarity

Bilingual

Education

Some college/classes preferred

Tools

HMIS

MS Word/Excel/Outlook

Job description

Our associates celebrate lives. We celebrate our associates.Operate multi-line telephone console, greet grieving families and guests with warmth and sensitivity, and provide support to the Arrangement Directors and Family Service counselors. Communicate one-on-one with families.Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodation.Oversee the Arrangement Desk/Stateroom Reception areas, keeping them clean and professional appearing.At all times, must present warmth, compassion, empathy, good manners, and diplomacy to grieving family members and guests. Present a genuine smile out of kindness.Must be able to multi-task, set priorities, and organize work in a high paced environment.Explain the features and benefits of the Dignity Family Assistance Portfolio and Grief Management Resources.Research family information before families meet with counselors.Assign families to Arrangement Counselors using the ‘UP-System.’ Strict adherence to the “Up-System” is crucial.Answer incoming calls promptly, professionally, and sensitively using proper telephone etiquette.Immediately accept, inventory, and log into the system, clothing and personal items of the deceased with notation of any ‘special requests’ by the family. It is critical to keep clothing accurate! Promptly forward personal effects to Quality Control.Confirm accurate information while greeting families and scheduling appointments. Much research is required for each decision.Greet families and guests diplomatically while handling continual interruptions, changing priorities, and daily deadlines. From 30-50 families per day must be cared for.Follow-up with staff to ensure families and guests are taken care of with a high level of customer service.Prepare appointment slips for the following day.Information material displayed at the Front Desk must be kept current.Prepare information folders and distribute them to families accordingly.Must be able and willing to learn the Concierge duties.Provide directions to Rose Hills, to the proper staterooms, and to interment locations.Give service and viewing time information to families, florists and visitors.Direct and assist families and their guests to proper viewing rooms and chapels.Insure that visitation rooms are prepared to receive families.Deal diplomatically with continual interruptions, changing priorities, and daily deadlines.Print and distribute daily reports.Inventory and order supplies as needed.Maintain coffee service for families and guests. Clean coffee equipment, prepare coffee, and serve as needed.Adhere to Company policies, procedures, rules, and controls.Adhere to safety rules and regulations, and report unsafe practices to management.Act on customer complaints to provide satisfactory resolution.Understand and achieve annual SMART goals.Participate in training and skill development opportunities to improve competency and customer service.Report to work on time and maintain standard attendance.Experience and Education:Two years in a fast-paced customer service environment where warmth and compassion were developedPrevious reception experience helpfulSome college classes preferred, or equivalentSpecial Skills:Warmth, compassion, empathyDiplomacy under pressureAbility to multi-task, prioritizes tasks, and differentiates level of importanceHigh level of communication and listening skillCultural sensitivity to the diverse community that Rose Hills servesBasic PC skill with MSWord, Excel, and OutlookHMIS familiarityBilingual a plusWorking Environment:Work seated for most of the day in a carpeted, air-conditioned reception area where grieving families come to make arrangements for their deceased loved ones. The atmosphere can be heavy with grief and sad emotions. Incumbent must be able to work effectively in this atmosphere by not letting it affect his/her ability to provide the level of professional service that families expect. Must be able to remain positive, calm, and composed during stressful situations. Present a professional front office appearance at all times. Must exhibit flexibility, dependability, and teamwork to coworkers. Must work with constant interruptions and heavy inbound phone calls. Learning curve is from 4-6 months to “get it right.” Must be able to work a flexible schedule, depending on business needs.Physical Requirements:Sit in reception area for most of the working dayAnswer a continual stream of phone callsLift up to approximately 40lbs (clothing, garment bags, and coffee maker)Equipment / Machines Operated:Multi-line telephone consoleHMISPC and printerCopierFax machineCoffee brewerCompensation:$20.00/hr - $22.50/hrExact compensation may vary based on skills, experience, and location.Benefits (dependent upon eligibility):Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent Life Insurance*SCI 401(k) Retirement Savings Plan with Company match*Employee Assistance ProgramRose 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.As part of your pre-employment background check, your criminal conviction history will be verified given that this role requires the following material job duties: Working with or around client families, colleagues, and working with confidential information. Convictions creating a direct, adverse, and negative relationship with the identified job duties may result in withdrawal of a conditional job offer.Postal Code: 90601Category (Portal Searching): Administration and ClericalJob Location: US-CA - Whittier