Service Corporation International (SCI)

  • Mortuary Office Specialist

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

    Position Summary:   Provide excellent customer service on every phone call, displaying proper telephone etiquette, strong voice quality, and clear articulation.  Take first calls, dispatch removal team, ensure completion and distribution of Death Certificates are completed in accordance with state, federal, and company rules and regulations.  Perform clerical duties as needed.


    Essential Job Functions:

    Must be able to perform the essential functions of the job with or without reasonable accommodations.


    • Operate and understand Shore Tel communicator, in order to utilize company directory online.
    • Take first calls from emotionally distraught customers with professionalism and compassion.
    • Take action to obtain doctor’s information, embalming permission and removal/releases in order to complete the first call process.
    • Handle calls calmly and respectfully, from troubled or dissatisfied customers, who may not act rationally.
    • Attend to walk-in traffic (i.e. outside vendors, visitors) with warm and friendly customer service.
    • Be proactive and timely in service for all internal and external customers, while maintaining professionalism.
    • Accurately and efficiently, mail out certified copies of death certificates.
    • Stay updated on changes from Coroner’s offices, state and county health departments, hospitals, and the death care industry.
    • Participate in training and skills development opportunities to improve competency and customer service.
    • On occasion, proof death certificates, prior to filing, to ensure accuracy.
    • Comply with state and federal laws and established company rules and regulations, by ensuring that documentation to support the disposition of remains is complete, accurate, and archived.
    • Ensure that all documentation received after disposition, is scanned into HMIS case documents in a timely manner.
    • Act on customer complaints to provide a satisfactory resolution.
    • Work according to safety standards set by the company, and by state and federal agencies.  Report unsafe conditions to management.
    • Understand and achieve annual SMART Goals.
    • Assist with ongoing specialty/department projects.
    • Report to work on time, work occasional overtime, and maintain standard attendance.
    • Must be willing to work a rotating 3-6 month schedule, including; weekends, holidays, and be open to supporting a 24 hour/7 days a week call center.

    Requirements & Qualifications

    Experience and Education:


    • Minimum of 3 years experience in a business environment (knowledge of Mortuary and/or Cemetery preferred)
    • High School Diploma, or GED



    • Communicate persuasively with co-workers, customers, government agencies, and doctor’s offices to gain cooperation; use persistence, finesse, and tact
    • Knowledge of navigating through HMIS
    • Excellent telephone etiquette
    • Ability to handle callers respectfully, when call volume is high
    • Ability to multitask successfully
    • Great memory for names, departments, and companies
    • Friendly, warm, and approachable manner either in-person or over the phone
    • Ability to problem solve and suggest solutions
    • Ability to operate Microsoft Outlook
    • Have a valid CA Driver’s License and clean record
    • Keyboard at 40 wpm
    • Bilingual a plus


    Equipment/Machines Operated


    • Electronic Death Registration System (EDRS)
    • ShoreTel Phone Operating System
    • OAISYS – Monitoring Phone System
    • Computer workstation
    • MS Office software
    • Operate Sharp MX – M623N Printers
    • HP Scanjet 300 s2
    • Fujitsu fi-6230 Flatbed scanner
    • Company car and van

    SCI Overview

    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.


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