Funeral Home Receptionist - Multi Locations

About the role

We are seeking a Centralized Call Representative to support our Tama/St. Petersburg, FL Market!

Responsibilities

• Handle inbound and outbound phone calls in a funeral home environment, primarily assisting current and prospective customers.
• Communicate brand value proposition within their designated market, improve customer satisfaction, and ensure a higher call conversion rate.
• Answer inbound calls and place outbound calls for follow-ups to existing and potential customers.
• Match customers with the FPG brand and services that best meet their needs.
• Provide clear, accurate, and helpful information to customer inquiries.
• Follow established procedures and scripts to address customer concerns and inquiries.
• Use company information systems to manage call routing, call volume, and scheduling of appointments.
• Verify customer information for accuracy and completeness.
• Process location/brand transfers and manage call forwarding tools.
• Review after-hours call logs, taking appropriate follow-up actions as necessary.
• Work independently on assignments and follow instructions for additional tasks as needed.
• Communicate effectively with co-workers, management, and customers to resolve issues and improve service delivery.

Requirements

• High school diploma or equivalent required; associate degree preferred.
• Minimum of 1 year of experience in a call center, customer service, or related field is highly preferred.
• Bilingual abilities (English and another language) are preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving skills with the ability to handle challenging customer interactions.
• Proficiency in data entry and experience with CRM or tracking software is preferred.
• Able to work independently and manage multiple tasks effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Availability to work flexible hours, including evenings, weekends, and holidays as needed.

Qualifications

• Foundation Partners Group is an equal opportunity employer.
• We celebrate diversity and are committed to creating an inclusive environment for all employees.