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Provide outstanding customer service to internal and external customers; provide a high level of timely follow-up with customers on pending marker orders; manage and answer customer questions; and assist with new purchases.
Must be able to perform the essential functions of the job with or without reasonable accommodations.
Assist with allocating resources and proactively preventing Work-in-Process order categories from building up.
Act on calls from internal and external customers to provide memorial status including marker setting, marker repairs…etc.
Handle and follow-up on unfilled marker statuses (in Work-In-Process category), including orders at the manufacturer.
Timely update the marker module with completed orders.
Review, manage, and submit layout changes/approvals for markers, plaques, and uprights to the memorial designers timely.
Insure timely follow-up is provided to customers with pending marker orders.
Generate and review new marker orders for accuracy, completeness, and policy compliance before distributing to memorial designer.
Provide timely mail-out of finalized design layouts and update the customer’s account with notes.
Process incoming mail, email & faxes timely.
Must be able to multi-task, set priorities, and organize work.
Act on customer complaints to provide satisfactory resolution.
Participate in cross training and skill development opportunities to improve competency and customer service.
Meet with customers to provide assistance with purchasing new memorial products.
Assist/process payments with outside vendors and families for the outside marker delivery process
Experience and Education:
Minimum one year experience as support staff in a customer service environment
High School Diploma, or GED
Valid Driver's License
Work seated at a workstation in a small call-center type environment in a carpeted, air-conditioned office where the noise volume from coworkers is moderate. Must stay focused in a fast-paced environment. Customer service demands and performance failures carry a significant emotional weight. Work under daily deadlines handling a high volume of phone calls, provide timely follow-up to customers’ requests, and maintain outstanding customer service with detailed accuracy. Interruptions are continuous, and priorities change frequently. Workloads are highest during the winter holiday season.
Must be able to see detail, and have good hand-eye coordination to operate computerized phone equipment, keyboards, and headsets; most of the working day is spent on both inbound and outbound phone calls, using the computer; potential eyestrain from constant viewing of computer monitors; ergonomic requirements must be considered for safety and health.
Equipment / Machines Operated
Postal Code: 90601
Category (Portal Searching): Operations
Job Location: US-CA - Whittier
Req ID: Req.97872
Position Type: Full time
Who we are. What we do.
We are North America’s largest provider of funeral, cremation and cemetery services. We are more than 20,000 dedicated individuals, who proudly serve our community, provide caring assistance to families in need, and honor veterans and public servants.
We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. For us, there is no greater responsibility than honoring and preserving the story of one’s life.
"SCI” refers to Service Corporation International and its affiliates.
Equal Opportunity Employer, M/F/D/V