Care Coordinator and Pacific Cremation Services Funeral Arranger

Job Description

Job Description

Role: Care Coordinator and Pacific Cremation Services Funeral Arranger

Location: Laguna Hills and Lake Forest, Ca
Reports To: General Manager; Pacific Cremation Services General Manager/ Operations
Employment Type: Full-Time

Position Overview

The Care Coordinator serves as the primary point of first contact and an essential support partner within O’Connor Mortuary, responsible for delivering compassionate, professional, and informative communication to families inquiring about services. This role requires a high level of emotional intelligence, communication excellence, and operational awareness.

The Care Coordinator ensures that every interaction—whether by phone or in person—reflects the organization’s commitment to care, dignity, and trust. This individual plays a critical role in guiding families toward engagement with our services while supporting Arrangement Directors through detailed follow-through, coordination, and administrative execution.

As needed, the Care Coordinator may serve as a Cremation Arranger for the O’Connor Mortuary affiliate, Pacific Cremation Services. In this capacity, the individual meets with families either in person at the Lake Forest office or by phone to guide them through simple cremation arrangements. This responsibility includes clearly presenting service options, completing required documentation, and ensuring the timely and accurate procurement and processing of all legal documents.

We seek candidates who are drawn to meaningful work and committed to serving others with empathy, integrity, and professionalism. At O’Connor Mortuary, our core purpose is to Heal Hearts, Inspire Trust, and Comfort Souls , and we value individuals who naturally embody compassion, clear communication, and respect in every interaction. The ideal candidate approaches each responsibility with care and accountability, contributes positively to a supportive team environment, and upholds the highest standards of service for the families and communities we serve.

Compensation and Benefits

• Starting Rate: $25.00/hour (approx. $52,00 annually)
• Benefits:
  • Medical and dental plans available after 30 days
  • Company contributes a flat rate toward selected plans
  • Dependent coverage available (employee-paid)
  • Safe Harbor 401(k)
  • Paid Time Off (PTO): Accrues after 90 days
• Eligible for participation in a quarterly incentive program tied to family satisfaction evaluations and individual performance metrics, recognizing excellence in service delivery, professionalism, and overall contribution to organizational success.

Minimum Qualifications

• High school diploma or equivalent
• Valid driver’s license with a clean driving record
• Strong verbal communication and phone skills
• Basic computer proficiency (CRM systems, scheduling tools)
• Ability to multitask and manage competing priorities
• Ability to lift 20–30 lbs and navigate stairs

Preferred Experience

• Prior experience in funeral service, mortuary, crematory, or a related field

• Experience in customer service, call handling, hospitality, or coordination roles
• Familiarity with diverse cultural, religious, and service traditions

Core Responsibilities

Inquiry Management and Conversion

• Answer and manage inbound calls regarding at-need and future services
• Provide accurate, clear, and compassionate information regarding services and pricing
• Build trust quickly and guide families toward scheduling arrangement appointments
• Maintain a high level of professionalism and empathy in all communications

Arrangement Support and Coordination

• Assist Arrangement Directors with follow-up tasks and logistical coordination
• Order merchandise and memorial products accurately and efficiently
• Coordinate with clergy, churches, cemeteries, and vendors
• Arrange military honors and service-related logistics
• Ensure timely and accurate completion of assigned case tasks

Family and Guest Experience

• Serve as a welcoming and professional first impression for all callers and visitors
• Provide compassionate and attentive support to families navigating difficult circumstances
• Assist with front desk coverage, greeting guests and maintaining a calm environment
• Demonstrate empathy and professionalism in emotionally sensitive situations

Operational Duties

• Maintain accurate records and documentation of calls and case activity
• Support scheduling, communication, and coordination across departments
• Assist with general administrative and logistical needs of the team
• Provide evening phone support as assigned

Team Collaboration

• Work closely with Arrangement Directors and support staff to ensure seamless operations
• Contribute to a positive, respectful, and proactive team environment
• Demonstrate flexibility and willingness to assist wherever needed
• Embody a team-first mindset aligned with company values

Training and Development

• Structured onboarding with overview of mortuary operations and services
• Hands-on training in call handling, service coordination, and administrative processes
• Ongoing mentorship and support from leadership and team members
• Continuous development with opportunities for expanded responsibilities

Schedule Expectations

• Monday through Friday, 8:00 am to 5:00 pm
• Flexibility required for evenings and overtime

Key Skills and Competencies

Compassion and Emotional Intelligence

• Exhibits genuine empathy and sensitivity toward grieving families

• Reads emotional cues and adjusts communication accordingly
• Maintains professionalism in emotionally charged situations

Communication Excellence

• Clear, calm, confident, compassionate and effective verbal communication

• Strong active listening and ability to guide sensitive conversations
• Ability to build trust quickly with diverse individuals

• Strong listening skills and attention to detail

Organization and Execution

• Exceptional time management and multitasking ability
• Strong attention to detail and accuracy in follow-up tasks
• Ability to manage multiple cases and priorities simultaneously

Adaptability and Problem-Solving

• Thrives in a dynamic, fast-paced environment
• Responds effectively to changing priorities and unexpected needs
• Maintains composure and focus under pressure

Teamwork and Professionalism

• Demonstrates humility, accountability, and a team-first mindset
• Works collaboratively and supports team success
• Always represents the organization with dignity and respect

Performance and Growth

Employee performance is evaluated based on inquiry effectiveness, professionalism, accuracy of work, and overall contribution to the family experience and team operations.

• A formal performance review will be conducted at the 6-month mark to assess progress, core competency development, and alignment with company standards and expectations. This review will include feedback on call quality, appointment conversion effectiveness, communication skills, and execution of follow-up responsibilities.
• Following the initial review, employees will transition to annual performance evaluations , which will assess continued growth, consistency in performance, and readiness for increased responsibility or advancement opportunities.
• Ongoing feedback and coaching will be provided throughout employment to support development and ensure success in the role.
• Opportunities for compensation adjustments and career advancement will be considered based on performance, demonstrated capability, and organizational needs.
• Opportunities for advancement based on performance, contribution, and demonstrated potential
• O’Connor Mortuary prioritizes internal promotion and career development

Additional Information

• This is an at-will position
• O’Connor Mortuary is an equal opportunity employer