Organization:
Mount Auburn Cemetery comprises 175 acres and is situated in Watertown and Cambridge near Boston, Massachusetts. Founded in 1831, and visited by over 200,000 people each year, Mount Auburn is a National Historic Landmark, recognized as the first “rural cemetery” and the inspiration for the American Parks Movement during the 19th century. As an active cemetery, Mount Auburn inspires all who visit, comforts the bereaved, and commemorates the dead in a landscape of exceptional beauty. As an accredited arboretum, Mount Auburn features 5,000 trees and more than 20,000 plants overall.
POSITION SUMMARY:
The Coordinator is responsible for delivering exceptional service while supporting the needs of families, customers, clients, and the Cemetery Services Department. The Coordinator supports Cemetery Sales and the Sales Manager as the primary liaison between prospective clients and the Sales Manager. They provide daily operational support to the Sales Manager and the sales program by scheduling and confirming sales appointments, answering phone calls, maintaining relevant and timely communications with all sales clients by email, letter, or phone and updating CRM records with those communications, taking and processing payments, and other sales associated paperwork or functions including conducting sales tours and meetings with prospective clients as needed. They support the daily functions and operations of the Cemetery Services Department as needed and provide attentive and helpful service to all who enter the Administration Building, regardless of the reason for their visit. They ensure seamless, collaborative service by communicating and coordinating efforts within the Cemetery Services group and all other applicable departments. 
The ideal candidate understands that sales is a vocation for helping match people to the products and services that they need and is a patient and compassionate yet analytical listener in assessing those needs. An interest in or enthusiasm for learning about the many aspects of Mount Auburn is essential for conversing with many of our clients, who may be drawn to Mount Auburn for its landscape, history, birds, trees, famous people, or because they have family here already. The candidate should be reasonably confident in their ability to find locations from landmarks on printed maps without GPS assistance.
DUTIES AND RESPONSIBILITIES:

• Serves as the first response to those requesting sales information or services. Provides accurate information pertaining to sales inquiries as requested.
• Meets and conducts tours with families interested in purchasing burial space.
• Effectively communicates and outlines Cemetery policies and procedures to clients.
• Utilizes critical thinking skills to resolve guest or client concerns regarding Cemetery Sales.
• Utilizes CRM system to track communications, maintain client contacts and lists, and input data.
• Monitors Sales email inbox, responds to inquiries or refers to Sales Manager if needed.
• Organizes and schedules sales appointments and meetings.
• Prepares and monitors sales invoices.
• Processes and tracks payments.
• Generates deeds for new sales and provides copies of deeds and sales agreements when requested.
• Works collaboratively with all members of Cemetery Services team on hand off of burial space purchasers to Events, Client Relations, or other departments.
• Assists in maintaining sales inventory binders and inscription plans, and keeps own knowledge of available inventory up to date.
• Maintains supplies of sales-related materials in sales office and front counter.
• Prepares material for sale folders and after-care packages.
• Assists in the preparation of regularly scheduled sales reports.

• Work collaboratively with Sales Manager to further develop non-burial commemoration.
• Attends sales department meetings and records and archives meeting minutes if applicable.
• Participates in personal professional development and department training to stay up to date on industry best practices, cemetery law, and company policies.
• Utilizes and maintains computer and manual filing systems.
• Carries out administrative duties such as filing, typing, copying, scanning, binding, etc.

• Demonstrates department customer service expectations and values.
• Maintains their hours worked and time off requests for payroll using an automated timekeeping system (Paycom).
• As needed, assists with special meetings, conferences, and public programs. Fulfills special projects as requested.
• Occasional coverage of front desk when needed.
• Occasional weekend hours may be required from time to time for sales-related events.
• May be required to perform other duties as requested by supervisor.

As with all Cemetery staff, assist with any cemetery business including special meetings, conferences, Friends events and public programs as needed.
Demonstrates responsible stewardship for the environment when planning and implementing all duties incorporated in job description.
REQUIRED QUALIFICATIONS:
 

• 3 years of professional or administrative experience ideally in sales, customer service, or human services
• Associate’s degree or higher preferred
• Excellent communication skills by telephone, e-mail, and in person with clients, visitors, co-workers, Trustees, and management
• Ability to maintain composure, decorum, and professional outlook when under job-related pressure and with working with grieving individuals
• Patient, energetic, creative, and flexible as work demands

• Strong computer and typing skills required, specifically, experience with Microsoft Office, including Access, Excel, Word, and Outlook, and the ability to learn and work within a complex customer relationship management software system.
• Collaborative working skills and ability to communicate successfully with employees at all levels.
• Excellent organizational skills and the ability to handle multiple tasks efficiently.
• Dependable, punctual, and articulate
• A self-starter with strong initiative and the ability to work independently
• Professional presentation in dress, grooming and personal hygiene per the Cemetery’s dress code policy.
• Possesses a valid driver’s license.

Mount Auburn Cemetery is an equal-opportunity employer. It does not discriminate in employment opportunities on the basis of race, color, ancestry, religion, gender, national origin, age, pregnancy, citizenship status, physical or mental ability, military status, sexual orientation, or any other characteristic protected by law.
 

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