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To provide overall administrative support to the sales and services organizations; Provide exceptional customer service support for internal and external customers. Ensure contract and financial transactions are processed timely, accurately, and in accordance with state, company, and SOX requirements.

Document and Contract Preparation - Review, audit pre need contracts for completeness and compliance to state, company and SOX regulatory requirements. Ensure all contracts are processed timely and accurately. Bank reconciliation.

Customer Service - Answer phones and greet walk-ins in a pleasant and professional manner. Answer customer inquiries, process customer service requests in a timely manner. Check voice messages on IVR and distribute them accordingly. Provide administrative support to the Sales and Services Team. Maintain a neat and orderly office at all times.

JOB RESPONSIBILITIES

• Customer Service - Customer focus in everything we do. Provide quality support to internal and external customers
• Process all customer service requests within 24 hrs of notification
• Ensure all messages are responded to within 24 hrs of notification
• Manage incoming customer calls and resolve customer inquiries/issues in a timely and professional manner
• Office Support - Sales Team
• Partner with Sales Manager to achieve an overall high level of office performance
• Support Sales Team with new sales rep set up, process changes, and contract document training
• Ensure timely and efficient rollout of new forms - prepare contract packets and laminates
• Produce and maintain sales reports (Scoreboard, HMIS Sales Report)
• Ensure sales reps are licensed per state requirements
• Code and submit Legacy Team Seminar P-Card Receipts for Approval
• Office Support - Services Team
• Provide telephone support for Service Department when Funeral Director is unavailable
• Complete AN first call notification (enter first call into AN Forms System, where available); notify PCC (enter first call in CarePoint 2.0, where available)
• Enter statistical information into Electronic Death Registration System (EDRS)
• Process AN cash receipts, process same day checks, upload trust claim paperwork
• Assist in clearing reworks related to AN contracts
• Assist in addressing open AR
• Release cremated remains and/or death certificates to NOK
• Assist in DC follow-up (reach out to Dr's, ME, etc. for status)
• Code invoices in Spendsmart for location and submit for approval
• Weekly follow-up calls with family/NOK (case status)
• Assist in preparing for PR events
• Contract Processing - Ensure contracts are processed accurately and timely
• Assist in entering AN contracts into HMIS
• Validate all PN contracts to ensure accuracy prior to processing in HMIS
• Mail copies of PN contract to a purchaser, after the contracts have been entered into HMIS.
• SOX - Ensure compliance to key controls and maintain an error rate of <5%
• CRL3 - Bank reconciliation for all financial transactions
• PNF2 - Ensure contracts are validated before processing
• PNF3 - Maintain control log electronically (to be kept on server at all times)
• ARL2 - Ensure report is being printed and reviewed every Monday, with a final monthly report
• IPC1 - Participate in annual inventory count for merchandise
• Office Organization - Maintain a neat and orderly office environment
• Order supplies as needed, keep preneed forms and office supplies stocked
• Process incoming and outgoing mail; UPS
• Answer incoming calls and forward to appropriate department or take and distribute messages
• Forward the phones to the IVR in the evening and unforward in the morning, check messages and respond to any queries
• Other responsibilities as assigned.

MINIMUM Requirements

Education

• High school diploma or Equivalent
• Associates' Degree (Preferred)

Certification/License

• N/A

Experience

• 1-2 years of industry experience (preferred)
• 3-5 years of recent administrative or customer service experience

Knowledge, Skills, and Abilities

• Strong Computer Skills
• Excellent Administrative Skills.
• Excellent Customer Service Skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook)
• Ability to operate office equipment such as photocopiers, printers, fax machines, etc.
• Conveys information clearly and concisely in written and spoken communication
• Resolves problems and provides solutions to customers in a timely manner
• Time management and organizational skills

Work CONDITIONS

When considering the work hours associated with this job, the following factors may apply:

Work Environment

• Work indoors and outdoors during all seasons and weather conditions
• Limited amount of local and/or multiple location traveling
• Traveling to local business
• Business Professional Dress is required when in contact with families.

Work Postures

• Frequent, continuous periods of time standing, up 6 hours per day
• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
• Move, push and pull up to 25 lbs.

Work Hours

• Operations hours are Monday to Friday, 8:00 AM to 5:00 PM. (Business hours may vary per location and state)
• Travel up to 5%

Postal Code: 22901

Category (Portal Searching): Administration and Clerical

Job Location: US-VA - Charlottesville

Job Profile ID: N00045

Time Type: Full time

Location Name: Cremation Society of Virginia