Administrator (First Call Operator)

The Administrator (First Call Operator) will act as the first point of contact for the loved ones of the decedent. This role is primarily responsible for managing high volume incoming calls in a fast-paced environment with extreme empathy, professionalism, and confidentiality, often handling first calls for death services, obituary inquiries, and family questions. Requires excellent communication skills, strong listening skills, and accurate relaying of information to funeral home employees or into the funeral home software program.

Essential Functions and Competencies

• Minimum 1 years of work in a professional call center environment;

• 1 years of experience operating a multi-line phone system in fast paced environment

• Exceptional written and oral communication skills

• Manage a high volume of inbound calls (50 per day) from families, facilities, and community partners

• Provide steady, compassionate communication to grieving individuals who may be crying, upset, or overwhelmed

• Maintain composure and professionalism in emotionally charged situations

• Gather complete and accurate information regarding the decedent and legal next of kin

• Enter detailed data into company systems in real time with a high level of accuracy

• Confirm critical details such as location of decedent, time of passing, and contact information

• Coordinate timely communication with removal teams and funeral directors

• Follow established company procedures and legal documentation requirements

• Maintain strict confidentiality and professionalism at all times

• Excellent attention to detail while simultaneously handling a range of time-sensitive tasks

 Required Education and Experience

• High School Diploma or Equivalent
• Two (2) years of administrative support experience
• One (1) year of experience operating multi-line phone system

AAP/EEO Statement

Equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, veterans and/or any other status or condition protected by law, except where a bona fide occupational qualification exists.   

3742 - Nevada