The posting
Our associates celebrate lives. We celebrate our associates.
Operate multi-line telephone console, greet grieving families and guests with warmth and sensitivity, and provide support to the Arrangement Directors and Family Service counselors. Communicate one-on-one with families.
Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodation.
Responsibilities
1. Front-of-House Operations & Family Experience
- Maintain a clean, organized, and professional appearance of the Arrangement Desk, Galleria, and assigned work areas.
- Welcome and greet families and guests with warmth, compassion, and professionalism.
- Provide directions and assistance to arrangement offices, chapels, service locations, and interment areas.
- Provide accurate service and viewing information to families, visitors, and third-party companies.
- Assist in ensuring arrangement rooms are clean, organized, and prepared for scheduled family appointments.
- Maintain informational materials and ensure supplies are readily available.
- Maintain coffee service and assist with monitoring and replenishing supplies.
- Respond to family and visitor inquiries in a courteous, timely, and professional manner.
2. Family Intake & Hospitality Support
- Assist with receiving, documenting, and logging clothing and personal effects.
- Verify family requests and ensure items are properly documented and promptly delivered to Professional Services.
- Assist with coordinating special requests and communicating relevant information to the appropriate departments.
- Help ensure families experience a smooth and organized transition throughout their visit.
- Demonstrate sensitivity and discretion when handling personal belongings and confidential family information.
3. Appointment & Workflow Support
- Assist with monitoring daily appointment schedules and maintaining accurate appointment information.
- Support the proper implementation of the 2UP-System when greeting and assigning families to counselors.
- Research and review family information prior to scheduled appointments.
- Verify family information during the greeting and appointment process.
- Communicate appointment changes, delays, and scheduling needs to the appropriate team members.
- Assist with maintaining appointment readiness and minimizing unnecessary family wait times.
4. Administrative & Communication Support
- Answer incoming telephone calls promptly using proper telephone etiquette and a compassionate approach.
- Monitor and respond to emails and other communication requests in a timely and professional manner.
- Direct calls, messages, and inquiries to the appropriate individuals or departments.
- Assist with administrative processes, including payment intake, compliance signatures, FFW, HMIS updates, and other assigned documentation.
- Complete assigned pre-call and post-call follow-ups.
- Ensure messages and information are accurately communicated to counselors, supervisors, and other departments.
- Provide administrative coverage and assistance as assigned to support daily departmental operations.
5. Quality, Compliance, Safety & Professional Standards
- Follow established company policies, procedures, and applicable state and federal requirements.
- Maintain accuracy and confidentiality when handling family information, documentation, and payments.
- Follow established procedures for handling clothing, personal effects, and special family requests.
- Maintain professional appearance and adhere to company dress code expectations.
- Identify and report workplace hazards, safety concerns, and operational issues to the appropriate supervisor or lead.
- Participate in required training, department meetings, and performance development activities.
- Demonstrate accountability, dependability, teamwork, and a willingness to assist other team members as business needs require.
Experience and Education:
- Two years in a fast-paced customer service environment where warmth and compassion were developed
- Previous reception experience helpful
- Some college classes preferred, or equivalent
- Education: Some college preferred; Associate degree or equivalent a plus.
Special Skills:
- Warmth, compassion, empathy
- Diplomacy under pressure
- Ability to multi-task, prioritizes tasks, and differentiates level of importance
- High level of communication and listening skills
- Cultural sensitivity to the diverse community that Rose Hills serves
- Basic PC skills with MSWord, Excel, and Outlook
- HMIS familiarity
- Bilingual a plus
Working Environment:
Work seated for most of the day in a carpeted, air-conditioned reception area where grieving families come to make arrangements for their deceased loved ones. The atmosphere can be heavy with grief and sad emotions. Incumbent must be able to work effectively in this atmosphere by not letting it affect his/her ability to provide the level of professional service that families expect. Must be able to remain positive, calm, and composed during stressful situations. Present a professional front office appearance at all times. Must exhibit flexibility, dependability, and teamwork to coworkers. Must work with constant interruptions and heavy inbound phone calls. Learning curve is from 4-6 months to “get it right.” Must be able to work a flexible schedule, depending on business needs.
Physical Requirements:
- Sit in reception area for most of the working day
- Answer a continual stream of phone calls
- Lift up to approximately 40lbs (clothing, garment bags, and coffee maker)
Equipment / Machines Operated:
- Multi-line telephone console
- HMIS
- PC and printer
- Copier
- Fax machine
- Coffee brewer
Compensation:
$22.00/hr to $26.00/hr
Exact compensation may vary based on skills, experience, and location.
Benefits (dependent upon eligibility):
Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent Life Insurance*SCI 401(k) Retirement Savings Plan with Company match*Employee Assistance Program
Rose Hills is an Equal Opportunity Employer. The company’s hiring procedures do not discriminate against any person on the basis of race, color, national origin, religion, ethnicity, age, sex, sexual-orientation, veteran’s status or disability, or any other legally protected status.
SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.
As part of your pre-employment background check, your criminal conviction history will be verified given that this role requires the following material job duties: Working with or around client families, colleagues, and working with confidential information. Convictions creating a direct, adverse, and negative relationship with the identified job duties may result in withdrawal of a conditional job offer.
Postal Code: 90601
Category (Portal Searching): Administration and Clerical
Job Location: US-CA - Whittier
