Position Summary: Assist and direct families to appropriate viewing and services. Provide assistance to families, guests and coworkers during mortuary visitation time, while exhibiting empathy, warmth and friendliness with the ability to provide a pleasant atmosphere. Responsible for taking money in the form of cash, check, or credit card from customers in exchange for goods.
Essential Job Functions:
Must be able to perform the essential functions of the job with or without reasonable accommodations.
At all times, must present warmth, compassion, empathy, good manners, and diplomacy to grieving family members and guests. Present a genuine smile out of kindness.
Provide directions to Rose Hills, to the proper staterooms, and to interment locations.
Give service and viewing time information to families, florists and visitors.
Direct and assist families and their guests to proper viewing rooms and chapels.
Answer incoming calls promptly and professionally using proper telephone etiquette.
Answer families’ questions and provide personal assistance as needed.
Insure that visitation rooms are prepared to receive families.
Enters purchases into cash register to calculate total purchase price. Accepts cash, checks, or credit cards for payment; completes transactions according to established procedure and issues receipt for funds received
Balances cash drawer and receipts; documents discrepancies.
Assists customers in locating specific items.
Keeps register area neat and stocked with necessary supplies and make sure merchandise displayed in an orderly manner.
Deal diplomatically with continual interruptions, changing priorities, and daily deadlines.
Must be able to multi-task, set priorities, and organize work.
Adhere to Company and departmental policies, procedures, rules, and controls.
Adhere to safety rules and regulations, and report unsafe practices to management.
Act on customer complaints to provide satisfactory resolution.
Understand and achieve annual SMART goals.
Participate in training and skill development opportunities to improve competency and customer service.
Report to work on time and maintain standard attendance.
As an Individual Contributor, incumbent is expected to meet the Key Competency Requirements of Open Communication, Building Relationships, Personal Leadership, Commitment to Quality, Business Focus, and Customer Focus. Meeting the behavior standards in each Competency links directly to the annual Performance Review.
Experience and Education:
Minimum of two years in a customer service environment where warmth and compassion were developed
High School Diploma, or GED
Bilingual English/Chinese speaking preferred
Warmth, compassion, empathy
Diplomacy under pressure
Manage large crowds of people by maintaining composure
Ability to multi-task, prioritize tasks, and differentiate level of importance
High level of communication skill
Cultural sensitivity to the diverse community that Rose Hills serves
Basic PC skill with MSWord, Excel, and Outlook
Works in a carpeted, air-conditioned building where grieving families come to pay their last respects to their deceased loved ones. The atmosphere can be heavy with grief and sad emotions. Incumbent must be able to work effectively in this atmosphere by not letting it affect his/her ability to provide the level of professional service that families expect. Present a professional front office appearance at all times and have the ability to at times come into contact with deceased human bodies. Must exhibit flexibility, dependability, and teamwork to coworkers. It is crucial that reports be completed by 4:00 pm daily. Must work with constant interruptions and heavy inbound phone calls. Incumbent must enforce Company rules to maintain order and decorum with large crowds of people.
Stand for up to approximately half to 3/4 of the working day
Answer a continual stream of phone calls
Lift up to approximately 40# (supplies, equipment, flower vases and easels)
Equipment / Machines Operated
PC and printer
A Place to Remember®
Since 1914, Rose Hills has been a place to remember. At that time it was an 18-acre memorial park serving the Whittier, California area. Today, Rose Hills is North America’s largest memorial park, with two full-service mortuaries and five planning centers that serve the world.
Rose Hills Memorial Park is only minutes from the Greater Los Angeles and Orange County areas. It is rich in history, and it has an abundance of positive feng shui throughout its 1,400 acres. Rose Hills is world-famous for its Pageant of Roses Garden and also for SkyRose Chapel. To learn more about the unique features of the Rose Hills Whittier campus, please download our driving tour (pdf).
From Whittier, Rose Hills is proud to offer comprehensive, compassionate memorial care including cemetery property,funeral services and cremation options. From start to finish, you and your family will be assisted by Rose Hills’ professional team, which will coordinate and perform all aspects of your personalized arrangements.
Rose Hills can assist with advance planning or arrangements at the time of need from any of our four locations. All of our locations extend the Rose Hills legacy of personal service into the diverse communities we serve.
Rose Hills is proud to be a member of the Dignity Memorial®network of funeral, cremation and cemetery service providers. With more than 1,800 network providers across North America offering exclusive benefits, the Dignity Memorial brand is your assurance of quality, value, caring service and customer satisfaction.