Memorial Counseling Assistant

Forest Lawn Memorial Parks and Mortuaries; Long Beach (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

Forest Lawn Memorial Parks and Mortuaries is seeking a customer-focused Memorial Counselor/Secretary role to support families through memorial arrangements. You will process orders, coordinate with departments, and respond to pricing inquiries with empathy and professionalism.

The position requires strong organizational skills, 3+ years of customer service, and proficiency with MS Office. Availability for weekends/holidays and multi-location work is expected.

Qualifications

• Three years of customer service experience or training.
• Strong organizational and multi-tasking skills.
• Excellent oral and written communication skills.
• Ability to convey respectful and empathetic demeanor to client families.
• Proficiency with Microsoft Word, Excel, PowerPoint and Outlook.

Responsibilities

• Handle professional interactions with families and maintain composure.
• Process and confirm all special orders and related paperwork expediently.
• Coordinate with vendors, Purchasing, Merchandising and other departments.
• Complete orders, forms and paperwork for the arrangement process and funeral service by due date.
• Maintain knowledge of Forest Lawn commodities, pricing, history, and policies.
• Respond to inquiries regarding funeral prices via multiple channels.
• Follow up with families on pending orders or changes and meet with families as needed.
• Assist Memorial Counseling Secretary and other departments as needed.
• Work at multiple locations as required.

Skills

Customer service

Organization

Communication

Empathy

Professional demeanor

Education

High school diploma or GED

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

• Professional demeanor, appearance and attitude are required in this position.
• Process, follow up and confirm all special orders of products such as, but not limited to keepsake jewelry, special casket, casket engraving, casket corners, ordering webcasts, urns with and with out engraving, flag cases, arranging for military honors, special memory folders, outside church confirmation, special vaults, and coordinating with celebrants, follow up on pending contract payments, processing add-ons to contracts and completing follow up calls.
• Obtain and confirm pictures that will be used for posters, portraits, and/or other memorialization items. May include completing arrangement process with client family.
• Process Memorial Counseling paperwork, process requisitions, work with outside vendors, Purchasing department, Merchandising department, and other support functions
• Accurately complete all orders, forms and related paperwork required for the arrangement process, contract agreement, and funeral service. All paperwork is to be completed expediently and submitted by designated due date.
• Must have thorough knowledge of current Forest Lawn commodities, services, pricing, history, policies, and procedures.
• Respond to inquiries regarding funeral prices via telephone, in person, fax machine, e-mail, or mail in an accurate and expedient manner.
• Ability to address client family concerns with compassion and empathy in a timely manner. Seek guidance as needed.
• Follow up with client families regarding any pending orders or changes. Update as needed. Will meet with families if additional products or services are requested.
• Meet with client families during the memorial arrangements appointment as needed.
• Assist Memorial Counseling Secretary and other departments as needed in a professional manner.
• Ability to work at other locations as needed.

What You'll Be Doing

• Professional demeanor, appearance and attitude are required in this position.
• Process, follow up and confirm all special orders of products such as, but not limited to keepsake jewelry, special casket, casket engraving, casket corners, ordering webcasts, urns with and with out engraving, flag cases, arranging for military honors, special memory folders, outside church confirmation, special vaults, and coordinating with celebrants, follow up on pending contract payments, processing add-ons to contracts and completing follow up calls.
• Obtain and confirm pictures that will be used for posters, portraits, and/or other memorialization items. May include completing arrangement process with client family.
• Process Memorial Counseling paperwork, process requisitions, work with outside vendors, Purchasing department, Merchandising department, and other support functions
• Accurately complete all orders, forms and related paperwork required for the arrangement process, contract agreement, and funeral service. All paperwork is to be completed expediently and submitted by designated due date.
• Must have thorough knowledge of current Forest Lawn commodities, services, pricing, history, policies, and procedures.
• Respond to inquiries regarding funeral prices via telephone, in person, fax machine, e-mail, or mail in an accurate and expedient manner.
• Ability to address client family concerns with compassion and empathy in a timely manner. Seek guidance as needed.
• Follow up with client families regarding any pending orders or changes. Update as needed. Will meet with families if additional products or services are requested.
• Meet with client families during the memorial arrangements appointment as needed.
• Assist Memorial Counseling Secretary and other departments as needed in a professional manner.
• Ability to work at other locations as needed.

Requirements

• High school diploma or general education degree (GED); and three years of customer service experience and/or training; or equivalent combination of education and experience. Previous sales experience a plus.
• Three years of customer service experience.
• Strong organizational skills, ability to multi-task, and excellent oral and written communication skills.
• Ability to convey a respectful and empathetic demeanor to client families.
• Proficient with Microsoft Word, Excel, Power Point, Outlook and operating a PC.
• Ability to become proficient in specialized systems such as the MA System and HMIS.
• Maintain regular attendance and punctuality.
• Be available to work weekends and holidays.
• Maintain confidentiality of all material and data.
• Must dress professionally and adhere to the Forest Lawn dress code.
• Ability to type 50 WPM.

Competitive Benefits

Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry.

Drug Testing Policy

Prior to beginning employment, all job applicants who receive a job offer will be required to voluntarily submit to a drug screening test conducted by a laboratory designated by Forest Lawn. The drug screening method is a hair collection test that will detect the use of illegal drugs within the past 90 days. A positive drug test may result in the withdrawal of the job offer.

E-Verify Statement

Forest Lawn has registered to participate in the federal government's E-Verify program. With E-Verify we are able to confirm the employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. With respect to new hires, the E-Verify process is completed in conjunction with a new hire's completion of the Form I-9, Employment Eligibility Verification upon commencement of employment. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to https://www.e-verify.gov/employees/e-verify-overview.

Fair Chance Initiative for Hiring Ordinance

Forest Lawn will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Summary

Forest Lawn has always attracted unique and exceptional individuals; those who aren’t satisfied with simply building a career, but want to go home at the end of the day knowing they’ve made a profound and positive difference in people’s lives.