Customer Service Leader (Full Time)

Job Description Role: Lead Service Director (Full Time)
Reports To: Service Director Manager; General Manager / Operations
Employment Type: Full-Time

The Lead Service Director serves as the primary on-site leader and ambassador of O’Connor Mortuary, responsible for delivering exceptional, seamless, and deeply meaningful funeral and memorial services. This role requires a high level of emotional intelligence, professionalism, and operational excellence.

The Lead Service Director ensures that every service reflects the wishes of the family with precision, dignity, and care while coordinating all event logistics, staff, clergy, and external partners. This individual sets the standard for service excellence and leads by example in all interactions with families, guests, and team members.

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.

Medical and dental plans available after 60 days
Company contributes a flat rate toward selected plans
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.

High school diploma or equivalent
Ability to operate fleet vehicles (hearse, van, etc.)
Basic computer proficiency (CRM systems, scheduling tools)

• Ability to multitask and manage competing priorities
• Prior experience in funeral service, mortuary, crematory, or a related field

Experience in customer service, hospitality, or event coordination
Familiarity with faith-based or cultural service traditions

Service Leadership and Execution
Lead and oversee all aspects of funeral, memorial, visitation, and graveside services
Act as the primary point of contact for families during services, providing guidance, reassurance, and support
Event Planning and Coordination
Collaborate with arrangers to fully understand family preferences, cultural considerations, and service details
Review and execute all elements outlined in the Service Instruction Form
Manage event setup, flow, and breakdown with precision and attention to detail
Drive company vehicles to and from service locations
Assist with procurement of necessary legal documents when needed
Support flower deliveries and service-related logistics
Participate in general facility upkeep and maintenance

Work closely with Service Assistants and other staff to ensure smooth operations
Mentor and support team members, modeling professionalism and service excellence
Training and Development
Structured, hands-on training through shadowing experienced directors
Performance evaluations conducted by leadership prior to independent assignment
Flexibility required for evenings, weekends, and holidays based on service needs

Takes ownership of service outcomes and team performance
Compassion and Emotional Intelligence
Exceptional time management and multitasking ability
Works collaboratively and supports team success
Performance and Growth
Employee performance is evaluated based on service execution, professionalism, leadership effectiveness, 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 service quality, communication skills, leadership capabilities, and adherence to operational procedures.
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 leadership, and organizational needs.
Opportunities for advancement based on performance, leadership, and demonstrated capability