Service Support Specialist

About the role

This role provides exemplary customer service in all areas of helping client families following the loss of a loved one. A sense of urgency, empathy, attention to detail, and strong communication skills are required to succeed and fulfill customer needs. The Specialist works closely with funeral directors and location managers to ensure all arrangements are initiated and completed.

Responsibilities

• Meets regularly with Funeral Director(s) to ensure customer needs are met
• Frequently communicates with families to coordinate activities
• Takes first calls and dispatches removal teams
• Collects vital information, files death certificates and insurance claims
• Schedules appointments for Funeral Directors
• Designs and prints memorials; creates, scans, and corrects arrangement documents
• Orders merchandise, flowers, urns
• Schedules services including coordinating with churches, cemeteries, and staff
• Assists with setting up funeral/visitation areas and take down
• Assists during funeral services and events
• Assists with dressing, casketing, and preparing the deceased for viewing
• Transports human remains to the Crematory facility
• Delivers ashes from Crematory to Funeral Home
• Assists with removals
• May be required to ensure company vehicles are clean and fueled, prior to and after services
• Adheres to all Company and Regulatory requirements
• Performs other administrative duties for the location when time permits

Requirements

• High School diploma or equivalent
• Good driving record and valid driver’s license
• 2 years of experience in an office clerical or customer service capacity required
• Experience working in a customer-focused and fast-paced professional environment required
• Funeral industry experience preferred but not required

Skills

• Strong knowledge of computers and software
• Above average communication skills
• High level of compassion and integrity
• Problem-solving skills
• Ability to multi-task and set priorities
• Ability to maintain confidentiality
• Ability to work beyond standard business hours including weekends
• Detail-oriented
• Professional team player
• Proactively seeks out tasks
• Motivated, enthusiastic work ethic

Work Conditions

• Mostly works indoors during all seasons and weather conditions
• Occasional work outdoors
• Limited amount of local and/or multiple location traveling required
• Professional dress is required when in contact with families
• Sitting continuously for many hours per day, up to 6 hours per day
• Occasional periods of time standing, up to 3 hours per day
• Climbing stairs to access buildings
• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers, and phone usage
• Ability to lift up to 20 pounds
• Working beyond “standard” business hours as the need arises