Service Corporation International (SCI)

  • Corporate - CRM Support Specialist

    Job Locations US-TX-Houston
    Associate Requisition ID
    # of Openings
    Category (Portal Searching)
  • Overview & Responsibilities


    Resolves Customer Relationship Management (CRM) user routine or Level I issues delivering exceptional customer service which may involve in-person guidance or one-on-one training.  Monitors help desk issues tracking system (HEAT) for assigned issues & tasks; resolves incident timely, thoroughly, and within Service Level Agreements (SLA).    



    • Respond to user issues and ask probing questions to determine root issue. Applying system knowledge, processes, and training materials determine an appropriate, timely, and effective resolution within established SLA.  May search community boards, FAQs, internet, or contact system administrator for assistance resolving complex issues.  Communicates options, actionable items, or provide one-on-one training for resolution. 
    • Identify user knowledge gaps and recommend solutions in order to increase CRM self-sufficiency. May update CRM user training materials and job aids. 
    • Run reports, audit data, and makes data corrections within established procedures.
    • Other assignments as requested


    Requirements & Qualifications


    • Associates degree in business, MIS, or related discipline. In lieu of degree, two (2) years of directly related work experience may be accepted. 


    • At least two (2) years software help desk support experience achieving SLA and deliverables.
    • Demonstrable understanding of role hierarchies, menus, pick lists, and validation rules strongly preferred.
    • Experience with Customer Relationship Management software a plus.


    Knowledge, Skills & Abilities:

    • Clear and concise written and oral communication skills including listening and asking probing questions. Ability to de-escalate frustrated users.
    • Detail oriented.
    • Ability to research, probe, and apply systems knowledge in order to resolve issues.
    • Ability to effectively self-prioritize and execute tasks.



    Core Competencies

    Demonstrates a Commitment to Services Excellence, Trustworthiness and Integrity

    • Acts within and upholds the SCI Code of Conduct and Dignity Promise Standards and demonstrates corporate values
    • Is trusted by others; keeps commitments to others

    Promote Innovation

    • Comes up with new ways to look at problems and processes in their work

    Achieve Results

    • Works productively with minimal supervision; achieves work objectives in a timely manner
    • Works to resolve routine problems promptly and effectively

    Display Adaptability

    • Is open to new and different ways to accomplish work
    • Responds positively and productively to new initiatives or changes in priorities

    Communicate Effectively

    • Conveys facts and information clearly in written and spoken communications
    • Shares viewpoints and information openly and listens attentively to others’ ideas and suggestions
    • Communicates in a timely and effective manner with manager

    Collaborate with Others

    • Proactively contributes to group objectives; volunteers to help others as needed
    • Welcomes ideas and input from others

    Build Productive Relationships (Internal / External)

    • Relates to others in open and helpful manner; consistently treat others with respect
    • Maintains composure in challenging situations



    Work Conditions

    Work Environment

    • Work indoors during all seasons and weather conditions
    • Limited amount of local and/or multiple location traveling required
    • Standard business dress is required

    Work Postures

    • Sitting continuously for many hours per day, up to 6 hours per day

    Physical Demands

    • Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

    Work Hours

    Working a number of evenings every month

    SCI Overview

    Who we are. What we do.

    We’re more than North America’s largest provider of funeral, cremation and cemetery services. We are mothers, fathers, sisters, brothers, sons and daughters who are devoted to the communities where we live and work. We are more than 20,000 dedicated individuals who provide caring assistance to families in need, honor veterans and public servants and deliver lifesaving programs to help keep children and seniors safe. We operate under the umbrella of the Dignity Memorial network of 1,800 funeral homes and cemeteries. Dignity Memorial providers care for more than 300,000 families each year and understand the importance of thoughtful, personalized arrangements. We believe creating meaningful ways to pay tribute to a loved one begins with compassion and is shaped by the understanding that each life is truly unique. For us, there is no greater responsibility than honoring and preserving the story of one’s life.


    Benefits Options:

    • Health benefits (medical, dental, vision, life)
    • 401K Retirement Savings Plan with company match
    • Vacation and sick time
    • Tuition reimbursement
    • Funeral discounts, and more

    SCI offers advanced on-line training resources, career advancement opportunities in the largest organization in the industry, attractive benefits, and a wonderful community to serve with plenty of culture and personality. For additional information regarding our company, please visit our corporate site at


    As used herein, “SCI” refers to Service Corporation International and its affiliated companies.


    Equal Opportunity Employer, M/F/D/V


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed