Mortuary Office Specialist

About the role

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.

Schedule

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

• 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