Mortuary Office Specialist

Service Corporation International; Whittier (CA); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical & Dental

401(k)

Job summary

Service Corporation International in Whittier, CA is seeking a customer service associate to handle inbound calls, coordinate with the removal team, and ensure death certificate processing is completed in compliance with state and company rules. This role requires empathy, professional communication, and accurate documentation.

You will work the overnight shift from 10:00 PM to 7:00 AM, including weekends and holidays, and may be asked to support a 24/7 call center.

Qualifications

• Customer service experience required.
• High School Diploma or GED.
• Preferred 3 years’ experience in a business environment (mortuary/cemetery knowledge preferred).

Responsibilities

• Take first calls from emotionally distraught customers with professionalism and compassion.
• Dispatch removal team and obtain doctor’s information and permissions to complete the first call.
• Handle calls calmly and provide excellent customer service, even with difficult customers.
• Mail out certified copies of death certificates accurately and timely.
• Keep HMIS case documents updated and compliant with regulations.
• Follow safety standards and assist with ongoing projects.

Skills

Customer service

Telephone etiquette

Multitasking

Communication

Bilingual

Education

High School Diploma or GED

Tools

Microsoft Outlook

HMIS

Job description

Our associates celebrate lives. We celebrate our associates. Provide excellent customer service on every phone call, displaying proper telephone etiquette, strong voice quality, and clear articulation. Take first calls, dispatch removal team, ensure completion and distribution of Death Certificates are completed in accordance with state, federal, and company rules and regulations. Perform clerical duties as needed.

Essential Job Functions

• Take first calls from emotionally distraught customers with professionalism and compassion.
• Take action to obtain doctor’s information, embalming permission and removal/releases in order to complete the first call process.
• Handle calls calmly and respectfully with excellent customer service, from troubled or dissatisfied customers, who may not act rationally.
• Be proactive and timely in service for all internal and external customers, while maintaining professionalism.
• Accurately and efficiently, mail out certified copies of death certificates.
• Stay updated on changes from Coroner’s offices, state and county health departments, hospitals, and the death care industry.
• Participate in training and skills development opportunities to improve competency and customer service.
• On occasion, proof death certificates, prior to filing, to ensure accuracy.
• Comply with state and federal laws and established company rules and regulations, by ensuring that documentation to support the disposition of remains is complete, accurate, and archived.
• Ensure that all documentation received after disposition, is scanned into HMIS case documents in a timely manner.
• Act on customer complaints to provide a satisfactory resolution.
• Learn the processes of a Filer to assist when needed.
• Work according to safety standards set by the company, and by state and federal agencies. Report unsafe conditions to management.
• Understand and achieve annual SMART Goals.
• Assist with ongoing specialty/department projects.
• Report on time, work occasional overtime, and maintain standard attendance.

Work Hours

• Must be willing to work overnight shift from 10:00PM to 7:00AM weekends, holidays, and be open to supporting 24 hour/7 days a week call center. The schedule is subject to change for the needs of business.

Experience And Education

• Customer service experience required
• Preferred 3 years’ experience in a business environment (knowledge of Mortuary and/or Cemetery preferred)
• High School Diploma, or GED

Skills

• Communicate well with co-workers, customers, government agencies, and doctor’s offices to gain cooperation; use persistence, finesse, and tact
• Knowledge of navigating through HMIS
• Excellent telephone etiquette
• Ability to handle callers respectfully, when call volume is high
• Ability to multitask successfully
• Great memory for names, departments, and companies
• Friendly, warm, and approachable manner either in-person or over the phone
• Ability to problem solve and suggest solutions
• Ability to operate Microsoft Outlook
• Have a valid CA Driver’s License and clean record
• Keyboard at 40 wpm
• Bilingual a plus

Compensation

$20.00/hr - $24.50/hr

Exact 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 Program

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.

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: 90601

Category (Portal Searching): Operations

Job Location: US-CA - Whittier