FRONT OFFICE

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POSITION SUMMARY

The Front Office Administrative Assistant is responsible for creating a professional, organized, and compassionate front office experience for all families and visitors. This role serves as the first point of contact and ensures all interactions—whether in person or by phone—are handled with empathy, clarity, and efficiency.

This position owns front office operations, including communication flow, administrative support, and record accuracy. The role requires strong attention to detail, the ability to manage multiple priorities, and a calm, supportive presence in emotionally sensitive situations.  

KEY RESPONSIBILITIES & OWNERSHIP

Front Office Experience & Family Interaction (Primary Ownership)

• Greet and assist families and visitors with professionalism, empathy, and care
• Create a welcoming and organized environment for all interactions
• Provide clear direction and support to families navigating services or visiting loved ones
• Maintain a calm and supportive presence in emotional situations

Communication Management (Primary Ownership)

· Answer and manage multiple phone lines in a high-volume environment

· Route calls accurately and efficiently to the appropriate team members

· Take clear, complete, and accurate messages

· Ensure timely follow-through on communication needs

Administrative Accuracy & Records (Primary Ownership)

· Maintain accurate burial records, files, and company archives

· Ensure all documentation is complete, organized, and up to date

· Process payments accurately and in accordance with company procedures

· Maintain confidentiality and proper handling of sensitive information

Coordination & Team Support (Shared Accountability)

· Act as a liaison between families, Family Service Counselors, and internal teams

· Support scheduling, service needs, and administrative coordination

· Assist other departments as needed to ensure smooth operations

· Ensure communication flows effectively between departments

Facility & Environment Standards (Primary Ownership)

• Maintain cleanliness and organization of lobby, offices, and public areas
• Ensure arrangement rooms and shared spaces are  presentable and ready
• Monitor environment to ensure a professional and welcoming atmosphere 

Process Adherence & Operational Support

• Follow established processes, schedules, and procedures consistently
• Support operational needs during peak times or shifting priorities
• Adapt to changing demands while maintaining accuracy and professionalism

BEHAVIORAL EXPECTATIONS (Farewells Fundamentals)

· Respect: Treat every family and visitor with empathy, dignity, and professionalism

· Communication: Communicate clearly, accurately, and promptly

· Ownership: Take responsibility for the front office experience and administrative accuracy

· Follow-through: Ensure all messages, tasks, and requests are completed fully

· Calm Presence: Maintain composure and professionalism in emotional or high-volume situations

· Teamwork: Support team members and contribute to smooth operations across departments 

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SUCCESS IN THIS ROLE LOOKS LIKE

· Families feel welcomed, supported, and cared for from the moment they arrive or call

· Communication is clear, accurate, and consistently followed through

· Records and documentation are accurate and up to date

· Front office operates smoothly with no confusion or gaps

· Work environment is clean, organized, and professional

Team members can rely on accurate information and support  

REQUIRED EDUCATION & EXPERIENCE

Minimum Education:

• High school diploma or equivalent
• College preferred 

Experience:

• Customer service experience required

Office or administrative experience preferred  

KEY SKILLS & REQUIREMENTS

• Strong communication skills (verbal and written)
• Ability to manage multiple priorities in a fast-paced      environment
• Strong attention to detail and organizational skills
• Emotional intelligence and professionalism
• Ability to remain calm under pressure
• Basic computer and office system proficiency
• Bilingual (English/Spanish) preferred  

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS

• Ability to sit for extended periods 
• Ability to lift up to 20 pounds 
• Routine use of standard office equipment