Visitor Services Representative

Forest Lawn Cemetery is seeking a dynamic and customer-focused individual to join our team as a Visitor Services Representative. In this role, you will be the face of our organiziation, providing exceptional service to visitors and ensuring a positive experience.

Essential Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide exceptional service to all customers and visitors displaying a courteous, compassionate, and polite demeanor at all times
• Monitor and receive phone calls directing customers to the proper department when necessary, answering questions and providing information on policies, services and historical aspects
• Effectively communicate with funeral homes, clergy and other service providers
• Manage and work to resolve customer concerns or complaints in a compassionate and professional manner
• Assist the Interment team by receiving and initiating orders when needed
• Apply technology to manage visitor databases, map systems and communication tools to enhance visitor experience
• Greet walk-in visitors providing assistance with locations, general questions or connecting them with the proper department
• Maintain accurate records of interments, plot ownership and other relevant information
• Assist in handling paperwork related to cemetery operations and genealogical research requests
• Perform general clerical tasks such as handling incoming and outgoing mail, maintaining office supplies, and keeping the reception area tidy
• Engage in continuous education in learning cemetery services, products, and processes
• Infrequent local travel to outside cemeteries owned and operated by Forest Lawn as required
• Perform related duties as assigned

Qualifications

• Excellent communication and customer service skills.
• Enthusiastic and approachable demeasnor.
• Ability to provide compassionate service to grieving individuals.
• Proficiency with general computer software and applications including but not limited to email and social media
• Ability to learn new computer software
• Ability to work collaboratively with various departments
• Strong problem-solving skills to address visitor issues and challenges effectively
• Awareness and respect for diverse cultural and religious practices related to burial and mourning.
• Ability to work independently in completing assigned duties
• Strong organizational and multitasking abilities to manage various responsibilities efficiently
• Strong communications skills, both verbal and written, coupled with excellent listening skills

Education, Experience & Certification

• Associates degree.
• Minimum of 3 years customer service experience.
• Demonstrated use of Microsoft Office products including MS Word, Outlook, and Excel.
• Ability to learn and interact with industry specific software.

Schedule

• Monday - Saturday (1/2 day on Saturday) (1/2 day during the work week)

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hands; reach with hands and arms; stoop, kneel, crouch, or crawl and talk, hear, read and see. The employee must occasionally lift, carry, push/pull light amounts of weight and to operate office equipment requiring receptive hand movement and fine coordination including use of a computer keyboard. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

This position requires the use of a headset for answering calls and long periods of sitting at a computer. Standing up and down is frequent to meet with visitors.

The work environment is in a general office setting with controlled temperatures. The noise level is generally moderate. At times this position requires the individual to assist customers on cemetery grounds where they may be exposed to all types of weather.

Forest Lawn is an equal opportunity employer. All applicants and employees will be considered for employment or promotion without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran status, disability status or any other category protected by law.

Job Type: Full-time

Pay: $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Day shift

Application Question(s):

• Do you have the ability to work every Saturday?

Experience:

• Customer Service: 3 years (Preferred)

License/Certification:

• Drivers' License (Required)

Shift availability:

• Day Shift (Required)

Work Location: In person