1. Inform customers/representatives of all available services
2. Answer Phone within two rings
3. Identify the purpose of the call and insure that it is handled or properly assigned correctly
4. Solve difficult situations to ensure that customers are cared for
5. Accurately document case notes in computer
6. Prepare and Proofread legal documents
7. Determine pricing and communicate to customer
8. Negotiate pricing with vendors
9. Read, address and distribute faxes and emails promptly
10. Communicate with the airlines and book flights for human remains
11. Track status of certified copies of death certificates and communicate to customers/vendors
12. Make follow up customer service calls
13. Provide Impeccable customer service
14. Handle problem calls/situations
15. Assign files to the next shift
16. Update all shifts on calls that need attention
17. Make sure filing, cleaning and trash are handled
18. Make sure all remains are identified and tagged correctly
19. Greet local visitors
20. Take in human remains for cremation or preparation
21. Take in Pet remains for cremation and assist pet families in bereavement process
22. Release human and pet cremains
23. Assist in growth of business opportunities
24. If indicated as a lead person, assign files and determine early dismissal or overtime
25. Be a team player
26. Other duties as assigned

Needed Qualifications/Abilities

• High School Graduate/GED
• Two to three years customer service experience
• Excellent Attendance
• Professional phone etiquette
• Ability to work overtime
• Ability to multi-task
• Ability to make quick decisions
• Ability to handle stressful situations tactfully
• Good listening skills
• Computer literate
• Be a problem solver
• Be an “idea” person
  Able to handle employee conflicts
  Able to foster teamwork
• Lift 30 lbs
• Climb two flights of steps  

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