Service Corporation International (SCI) Funeral Services Assistant in Whittier, California

Overview & Responsibilities

We currently have a full time opening for a Visitation Center Supervisor at Rose Hills Company in Whittier, CA . This is the opportunity to be part of the Dignity Memorial® provider network and grow your career in the funeral, cremation and cemetery services business. For us, there is no greater responsibility than celebrating each life like no other and making a difference in the lives of people we serve.

Position Summary: Provide outstanding customer service to internal and external customers by supervising the Visitation Desk in accordance with Rose Hills strategic management practices, including General Supervising Standards, Staff Supervision and Development, Scheduling/Staffing, Compliance and Safety. Insure that all documentation is completed in accordance with state, federal, and company rules and regulations.

Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.

  1. Supervise the Visitation Desk according to management expectations set forth in the Performance Review process.

  2. Lead by example to set the department standard of exemplary customer service.

  3. At all times, set the example in presenting warmth, compassion, empathy, good manners, and diplomacy to grieving family members and guests. Present a genuine smile out of kindness.

  4. Maintain a consistent JD Power score of 920 or greater in the area of responsibility.

  5. Resolve customer complaints by troubleshooting and taking appropriate action.

  6. Insure a high level of quality control by adhering to standard practices and reporting training opportunities to management.

  7. Maintain positive team relationships by leading through personal example, listening to team members, encouraging commitment and loyalty, showing genuine interest in employees, and rewarding high levels of job performance, behavior, and attendance.

  8. Insure that employees work according to safety standards set by the Company, state, and federal regulations by communicating the safety standards via written and verbal means, and by conducting regular safety meetings. Take remedial action against safety violators by coordinating with the Company Safety Coordinator.

  9. Lead team to reach Company’s SMART goals communicating them clearly to the team, and ensuring that milestones are reached on time.

  10. Insure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees to insure they are on target, suggesting better ways of performing tasks, providing constructive feedback and positive recognition, and delivering timely performance appraisals.

  11. Maintain fair and balanced staffing schedule that meets demands seven days a week, from 7:00 am to 9 pm daily, by understanding work flow volume, understanding employee skill and experience, and considering employee’s needs for time away from work.

  12. Use standard written and verbal English communication skills, articulate ideas clearly and professionally to gain support from staff as well as other Company offices. Key Competencies:

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As an Individual Contributor, an applicant is expected to meet the Key Competency requirements of Open Communication, Building Relationships, Personal Leadership, Commitment to Quality, Business Focus and Customer Focus. Meeting the behavior standards in each competency links directly to the Annual Performance Review.

Experience and Education:

Minimum of 5 years experience in a business environment (knowledge of Mortuary, Cemetery, and/or supervisory experience is strongly preferred).

A.A. degree in business or mortuary science, or equivalent strongly preferred.

Fluency of English Language

Special Skills

  • Ability to mentor and train others

  • Consistently display warmth, compassion and empathy.

  • Diplomacy under pressure

  • Ability to multi-task, prioritizes tasks, and differentiates level of importance.

  • High level of communication and listening skill.

  • Cultural sensitivity to the diverse community that Rose Hills serves

  • Basic PC skill with MSWord, Excel, and Outlook

  • HMIS familiarity

Working Environment

Most of the day you will work in an air-conditioned office area where grieving families and guests come to pay respects to their deceased loved ones. The atmosphere can be heavy with grief and sad emotions. The applicant 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 work with constant interruptions and continual phone calls. Must be able to work a flexible schedule, depending on business needs.

Requirements & Qualifications

Physical Requirements

Work in an office and open area of continual customer service for most of the working day answering a continual stream of phone calls, and greeting continual walk-in visitors with professional demeanor; lift, pull, push up to approximately 75# (folding tables, chairs).

SCI Overview

A Place to Remember ®

Since 1914, Rose Hills has been a place to remember. At that time it was an 18-acre memorial park serving the Whittier, California area. Today, Rose Hills is North America’s largest memorial park, with two full-service mortuaries and five planning centers that serve the world.

is only minutes from the Greater Los Angeles and Orange County areas. It is rich in history, and it has an abundance of positive feng shui throughout its 1,400 acres. Rose Hills is world-famous for its and also for . To learn more about the unique features of the Rose Hills Whittier campus, please .

From Whittier, Rose Hills is proud to offer comprehensive, compassionate memorial care including , and. From start to finish, you and your family will be assisted by Rose Hills’ professional team, which will coordinate and perform all aspects of your personalized arrangements.

Rose Hills can assist with or arrangements at the time of need from any of our four . All of our locations extend the Rose Hills legacy of personal service into the diverse communities we serve.

Rose Hills is proud to be a member of the ® network of funeral, cremation and cemetery service providers. With more than 1,800 network providers across North America offering exclusive benefits, the Dignity Memorial brand is your assurance of quality, value, caring service and customer satisfaction.

Associate Requisition ID Req.59465

# of Openings 1

Category (Portal Searching) Operations

Type Full-Time