Mortuary Operations Specialist

Service Corporation International; Whittier, Northern (CA, KY); Hybrid; USD 28,000 - 30,000; Full time

Job summary

Rose Hills Company in Whittier, CA is seeking a front desk associate to welcome families, guide them through arrangements, and provide courteous, high-quality service during the arrangement conference. You will handle first calls, verify permissions, quote pricing, schedule appointments, and support cremation and ceremony logistics.

Proficiency with HMIS, MS Word, and Outlook is expected, as is a calm, empathetic demeanor with diverse cultures.

Qualifications

• High School Diploma or equivalent.
• At least two years reception, hospitality, or customer service experience.
• Basic PC skills with MS Word and Outlook as well as data entry into HMIS software.
• Exhibit warmth and compassion during situations of emotional distress.
• Cultural sensitivity and tactfulness to interact with a variety of cultures and language barriers.
• Excellent interpersonal relations skills exhibiting warmth, compassion, empathy and diplomacy under pressure.
• Current Hepatitis B vaccination (HBV).
• CA Drivers’ License and good driving record; safely drive Company vehicles.
• Bilingual Chinese speaking.
• Must be culturally astute in Asian memorializing.

Responsibilities

• Oversee Front Desk and Lobby Reception areas and greet families, guests, or vendors, providing appropriate assistance.
• Take first calls, obtain embalmings/removal permission, quote pricing and schedule appointments.
• Receive and inventory deceased personal belongings; log into HMIS and coordinate with departments.
• Follow up with departments to ensure families receive high level of customer service.
• Assist customers in person with disposition of remains and service selections; finalize contracts and payments.
• Assist with visitation room setup, chapel and food service area as needed.
• Make daily deposits and prepare reports for accounting.

Skills

Customer service

Hospitality

Data entry

Bilingual Chinese

Microsoft Word

Outlook

Interpersonal skills

Compassionate demeanor

Education

High School Diploma or equivalent

Tools

HMIS software

MS Word

Outlook

Job description

Our associates celebrate lives. We celebrate our associates.

Receive and provide general assistance and guidance to client families and guests as necessary. Provide administrative and support assistance to arrangement counselors during the arrangement conference. Duties to include Data entry into HMIS software system; coordination with allied professionals as necessary; and other customer support as needed to aid in the customer experience during the at-need arrangement conference.

Essential Job Functions:

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

• Oversee the Front Desk and Lobby Reception areas. Promptly and professionally, answer incoming calls and greet families, guests, or vendors. With an appropriate communication style, diplomatically screen callers or visitors and provide appropriate assistance or guidance in verbal and/or written form as needed. Provide viewing/service information, driving/walking directions to various chapels or interment locations. May direct visitors to location of restrooms, assist with beverages, or similar. May make copies and/or initiate faxes.
• Take First Calls, obtain embalming and removal permission, quote pricing and schedule appointments.
• Receive deceased personal belongings from family. Prompt the family about special requests or return of particular belongings. Inventory personal belongings and log into HMIS software system. Package personal belongings and deliver to Quality Control. It is imperative that personal belongings are controlled precisely to procedures.
• Follow-up with different departments to insure families and guests are taken care of with a high level of customer service.
• Assist customers in person with arranging for disposition of remains, presenting cemetery products and service selections, finalizing contracts, paperwork and payments.
• As requested by the Officiant or Ceremonial Director, assist with visitation room set-up including casket placement, casket viewing of deceased, floral arrangements,
• As requested, assist with general set-up, serving, and clean up, as necessary, of chapel and food service areas.
• Making deposits daily and prepare reports for accounting department
• Act on customer complaints to provide satisfactory resolution
• Continually strive to improve through education and experience. Maintain a continuous development plan and make steady, ongoing progress toward skill enhancement
• Project a favorable image of the company to promote its’ goals, and to enhance public recognition and acceptance of all its efforts
• Report to work on time and maintain standard attendance
• Perform duties as directed by Management.

Minimum Requirements:

• High School Diploma or equivalent
• At least two (2) years reception, hospitality, or customer service experience
• Basic PC skills with MSWord and Outlook as well as data entry into company software
• Exhibit warmth and compassion during situations of emotional distress
• Cultural sensitivity and tactfulness to interact with a variety of cultures and language barriers
• Excellent interpersonal relations skills exhibiting warmth, compassion, empathy and diplomacy under pressure
• Current Hepatitis B vaccination (HBV)
• CA Drivers’ License and good driving record; safely drive Company vehicles
• Bilingual Required/Chinese speaking
• Must be culturally astute in Asian memorializing.

Working Environment

Work mostly indoors and occasionally outdoors up to 40 hours per week and as needed, in all weather conditions, assisting with the arranging, coordination, and execution of ceremonial events for grieving families. 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; and present a professional appearance at all times. Must work daily with interruptions and changing schedules; be able to work a flexible schedule, depending on business needs; work occasional evenings and/or weekends and holidays.

Physical Requirements

Work indoors and outdoors in all weather conditions; handle emotional situations with professionalism; be able to lift, pull, push up to approximately 50lbs. (caskets, human remains); must be able to work with and around human remains.

Compensation:

$20.00/hr - $22.00/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.

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

Job Profile ID: RH0016

Time Type: Full time

Location Name: Rose Hills Company