Service Support Specialist

Our associates celebrate lives. We celebrate our associates. A Funeral Support Specialist is responsible for assisting with funeral home and cremation day-to-day operations, which includes physical work and office related tasks. Duties include first call removals, assisting with casketing, setting up service areas and driving company vehicles. Office duties include answering phones courteously and politely and assisting with funerals, memorials and other services or ceremonies as requested. Job Responsibilities Safely drives company owned professional vehicles to perform "first call" removals of deceased from hospital, nursing home, residence, scene locations, to transport to the funeral home or designated location, in accordance with local and state laws as well as company policies and procedures Maintains knowledge of applicable company policies and procedures and ensures that they are carried out at all times. Follows processes for chain-of-custody, paperwork and deceased identification Cooperates with first responders, Medical Examiners, hospital staff, etc., and accommodates their processes and procedures When taking a First Call, gathers all information related to a passing, enters information into company systems, sends "Release Authorizations" as needed, and dispatches for pick-up. For home removals or any removals whereby family members are present, courteously and professionally interacts with bereaved family members; exhibits sensitivity to environment; follows company procedures regarding required documentation; leaves a warm and courteous first impression Maintains and ensures removal vehicle is clean inside and out and is properly maintained and fueled Maintains adequate supply of Personal Protective Equipment as well as cleaning supplies, in removal vehicles Directs phone calls to appropriate team members. Able to answer phone calls for families and answer all necessary questions they might have or ability to gather information/find the answer. Greets and receives client families and/or other people entering the building for information and assistance Maintains a friendly attitude while offering assistance and guidance to all people entering the location Assists passengers in and out of vehicles with special emphasis and patience given to the handicapped and elderly Assists the Funeral Director in the movement of the casketed deceased and other related paraphernalia in and out of the visitation area, funeral home chapel, church or other place of service Assists Funeral Director and/or Licensed Apprentice with dressing and casketing deceased, and placing in appropriate cremation containers Drives the hearse or other vehicle in the funeral cortege and/or other funeral related activities Performs a variety of tasks during funerals and visitations to assist funeral directors to ensure that services run smoothly as planned Transport deceased to and from the crematory; to airports; funeral homes and other designated locations Run errands such as for floral delivery, picking up supplies, documents, etc. May transfer and split cremated remains, log properly, and store said remains into cremation cabinet. May release cremated remains to specified person on forms. Follows processes for chain-of-custody, paperwork, and deceased identification. May release personal effects to specified person on forms, marking those items as leaving company custody, and uploading necessary forms. May maintain logs for cremated remains, personal effects, and other product inventory as needed. May execute and finalize items for services, including, but not limited to, securing payments, printing and/or ordering stationary materials, coordinating with outside vendors, obtaining signatures on paperwork, etc. Other tasks as deemed necessary by Management during day-to-day operations. Minimum Requirements Education High School diploma or equivalent Certification/License Valid state/province driver's license with a clean driving record Experience Customer service experience a plus Funeral service experience a plus Knowledge, Skills and Abilities Professional appearance required. Suits are required when in contact with families; casual attire for vehicle maintenance, general cleaning and outdoor maintenance responsibilities Computer knowledge is required. Ability to follow instructions given over the phone or in person Ability to work and communicate effectively with others Ability to work with kindness and compassion for the deceased and their families Ability to maintain composure in challenging situations Good verbal and written communications skills Ability to maintain confidentiality Comfortable speaking to customers on the phone about sensitive matters. Bilingual preferred. May require ability to work an on-call rotation schedule including weekends Work Conditions When considering the work hours associated with this job, the following factors may apply: Work Environment Work indoors and outdoors during all seasons and weather conditions Using company vehicle, travel local and surrounding communities, occasionally out of state; no overnight travel Professional Dress is required when in contact with families Work Postures Frequent, continuous periods of time sitting and standing Climbing stairs to access buildings Physical Demands Physical effort requiring manual dexterity Ability to lift up to 75 pounds; push/pull up to 200 pounds Work Hours Working beyond "standard" hours as the need arises including weekends, nights and holidays rotation May be required to work an on-call schedule Postal Code: 28401 Category (Portal Searching): Operations Job Location: US-NC - Wilmington #J-18808-Ljbffr