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Delegate assignments to team members while training and mentoring peers. Ensure services exceed family expectations promptly addressing service issues.

Funeral Services Assistant Lead

JOB RESPONSIBILITIES

• Performs Funeral Services Assistant responsibilities, setting an example leading by example demonstrating standards or expectations.
• Observes Funeral Services Assistants while interacting with customers, preparing for services, and presiding over services. Assesses knowledge and skill set providing timely constructive feedback reinforcing training. Summarizes observations, feedback, and development opportunities of peers; discusses with supervisor for team success and improvement.
• As requested by peers or management, immediately respond to ‘in the moment’ escalated customer service issues. Empathetically listen to client’s concerns to understand their expectations and service or product gaps. May further escalate and discuss the situation with the on-site Funeral Services Director. Discuss options with interested parties, obtain resolution agreement, and implement.
• Elevate viable and sustainable improvement ideas to supervisor and/or manager. May update job aids or facilitate improvement with training.
• Working independently, completes complex work consistently and accurately applies procedures, regulations, and policies producing compliant and efficient results. Discusses unique issues with management for guidance. Self manages workload and priorities to deliver quality work on time. Exhibits accountability. Ensures compliance with local, state, and federal regulations.
• Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Notifies manager when workload is light and volunteers for additional work. Adjusts quickly to new work structures, processes, requirements, or cultures.

MINIMUM REQUIREMENTS

Education & Licenses

• High School Diploma or GED
• Valid state driver’s license with an acceptable driving record

Experience

• At least 4 years customer service experience including at least 3 years performing funeral services assistant or industry administration responsibilities.
• Demonstrate knowledge and application of industry regulations and company funeral procedures

Knowledge, Skills and Abilities

• Professional and empathetic verbal communication skills
• Cognitive ability including identifying problems, reasoning, learn quickly, learn from experience, and appropriately apply learning to new situations.
• Process and results oriented, motivated to keep tasks moving by identifying obstacles and exploring alternatives
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
• Ability to build professional and trusting business relations
• Ability to comply with company policies including but not limited to punctuality/attendance, workplace safety, and project a favorable image of the company
• Willingness to work in the death industry
• Available to work nights, weekends, and overtime

Work Environment

• Work is primarily in an office environment. Work seated and/or standing and walking in a carpeted, air-conditioned office where noise level can be quiet to loud.
• Work with daily deadlines
• Ability to work in a grieving and emotional environment
• Ability to push or pull up to 300 pounds with assistance; ability to lift or carry up to 30 pounds

Postal Code: 85712

Category (Portal Searching): Operations

Job Location: US-AZ - Tucson

Job Profile ID: F00350

Time Type: Full time

Location Name: East Lawn Palms Cemetery