DESCRIPTION

The Customer Service Representative and Administrative Support Staff is an important, highly visible role as a front-line team member who interacts with owners, new customers, industry partners and members of the community. This person provides important information, answers inquiries with accuracy and efficiency, performs critical documentation duties and acts as a liaison between organizational departments. This position reports directly to the Customer Service Manager.

DUTIES AND RESPONSIBILITIES

• Provide a high standard of care and customer service support to lot owners, prospective lot owners, funeral home and memorial dealer partners and members of the community
• Daily clerical duties include: taking opening orders, checking in burials, providing directions, answering general annual care and foundation questions, processing foundation applications, and documenting and filing required paperwork
• Respond to client inquiries with appropriate information in a timely manner
• Phone / Email support, drafting letters and correspondence as required
• Support and liaise with Grounds, Sales and Accounting Department Team members to service lot owner and visitor needs and inquiries
• Prepare, proof, scan and mail documents: Deeds, affidavits, grave designations, renunciations, brochures etc.
• Help with all mailings: annual care bills, proxies and annual reports
• Update all sales books with new purchase information
• Maintain and optimize accurate written, digital records and filing system
• Other clerical and administrative duties as assigned

REQUIREMENTS

Skills:

• Compassionate, courteous, empathetic and patient with others, including lot owners, visitors, vendors and co-workers
• Excellent interpersonal, verbal, and written communication skills
• Flexible and able to adapt to rapid paced environment
• Detail oriented, organized and able to manage time well
• Proficient in Microsoft Office (Word, Excel, Outlook)

Education and Qualification:

• Minimum of 3 years of customer service experience
• High School or equivalent
• Physical Requirements:
• Employees are occasionally required to walk and stand and lift and move records and documents weighing 15 pounds or less.
• The accounting office is on the 2nd floor and employees are frequently required to ascend and descend stairs.

SCHEDULE

• In person office 5 (five) days a week. The work week will include either a Saturday or Sunday and 4 (four) days between Monday and Friday. Expected to work every other weed.
• Weekdays 9:00am - 5:00pm with 1 hour unpaid lunch, Saturdays and Sundays 9:00am - 4:00pm with 1 hour unpaid lunch