SCI Shared Resources LLC Rose Hills - Hospitality Services Associate in Whittier, California
Overview & Responsibilities
Position Summary: 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 accommodations.
Oversee the Arrangement Desk Reception areas, keeping them clean and professional appearing.
At all times, must present warmth, compassion, empathy, good manners, and diplomacy to grieving family members and guests. Present a genuine smile out of kindness.
Must be able to multi-task, set priorities, and organize work in a high paced environment.
Explain the features and benefits of the Dignity Family Assistance Portfolio and Grief Management Resources.
Research family information before families meet with counselors.
Assign families to Arrangement Counselors using the ‘UP-System.’ Strict adherence to the “Up-System” is crucial.
Answer incoming calls promptly, professionally, and sensitively using proper telephone etiquette.
Immediately accept, inventory, and log into the system, clothing and personal items of the deceased with notation of any ‘special requests’ by the family. It is critical to keep clothing accurate! Promptly forward personal effects to Quality Control.
Confirm accurate information while greeting families and scheduling appointments. Much research is required for each decision.
Greet families and guests diplomatically while handling continual interruptions, changing priorities, and daily deadlines. From 30-50 families per day must be cared for.
Follow-up with staff to insure families and guests are taken care of with a high level of customer service.
Prepare appointment slips for the following day.
Information material displayed at the Front Desk must be kept current.
Prepare information folders and distribute them to families accordingly.
Must be able and willing to learn the Concierge duties.
Provide directions to Rose Hills, to the proper staterooms, and to interment locations.
Give service and viewing time information to families, florists and visitors.
Direct and assist families and their guests to proper viewing rooms and chapels.
Insure that visitation rooms are prepared to receive families.
Deal diplomatically with continual interruptions, changing priorities, and daily deadlines.
Print and distribute daily reports.
Inventory and order supplies as needed.
Maintain coffee service for families and guests. Clean coffee equipment, prepare coffee, and serve as needed.
Adhere to Company policies, procedures, rules, and controls.
Adhere to safety rules and regulations, and report unsafe practices to management.
Act on customer complaints to provide satisfactory resolution.
Understand and achieve annual SMART goals.
Participate in training and skill development opportunities to improve competency and customer service.
Report to work on time and maintain standard attendance.
As an Individual Contributor, incumbent is expected to meet the Key Competency requirements of Open Communication, Building Relationships, Personal Leadership, and Commitment to Quality, Business Focus, and Customer Focus. Meeting the behavior standards in each Competency links directly to the annual Performance Review.
Requirements & Qualifications
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
Warmth, compassion, 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
Bilingual a plus
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.
Sit in reception area for most of the working day
Answer a continual stream of phone calls
Lift up to approximately 40# (clothing, garment bags, and coffee maker)
Equipment / Machines Operated
Multi-line telephone console
PC and printer
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.
Rose Hills Memorial Park 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 Pageant of Roses Garden and also for SkyRose Chapel . To learn more about the unique features of the Rose Hills Whittier campus, please download our driving tour (pdf) .
From Whittier, Rose Hills is proud to offer comprehensive, compassionate memorial care including cemetery property , funeral services and cremation options . 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 advance planning or arrangements at the time of need from any of our four locations . 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 Dignity Memorial ®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.71293
# of Openings 1
Category (Portal Searching) Administration and Clerical