Our associates celebrate lives. We celebrate our associates.
Provide outstanding customer service to internal and external customers by supervising the Arrangement’s Desk and Stateroom Desk and Concierge in accordance with Rose Hills strategic management practices, including General Supervising Standards, Staff Supervision and Development, Scheduling/Staffing, Compliance, Safety, and Budget Expectations. Insure that all documentation is completed in accordance with state, federal, and company rules and regulations.
Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.
RESPONSIBILITIES
1)Operations Oversight & Service Excellence
- Ensure Arrangement Desk and Galleria areas are continuously maintained, organized, and presentable for client families.
- Ensure all family interactions are conducted in a professional, compassionate, organized, and caring manner in alignment with Company Core Values.
- Monitor daily operations to ensure consistent service coverage, appointment flow, and readiness.
- Serve as escalation point for complex customer concerns; resolve issues through active listening, troubleshooting, and corrective action.
- Ensure coffee service, information materials, and public-facing areas are fully stocked and maintained.
2)Staff Supervision, Leadership & Development
- Directly supervise Hospitality Services associates and Lead, ensuring high levels of performance and accountability
- Hire, train, coach, and retain Hospitality Services staff with a focus on service excellence.
- Clearly communicate job expectations; conduct regular performance check-ins; provide constructive feedback and recognition.
- Support and guide Lead in providing daily direction, service recovery, and operational execution.
- Promote team engagement, professionalism, and adherence to company values.
3)Scheduling, Staffing & Workflow Management
- Develop and maintain fair, balanced staffing schedules that meet business needs while supporting employee PTO and availability.
- Partner with Arrangements leadership to ensure adequate coverage for Arrangement appointments and office operations.
- Monitor daily coverage and deployment, adjusting resources as needed to meet service demands.
- Ensure adherence to the 2UP-System and other department workflows.
4)Administrative Support Coordination
- Answer incoming calls promptly, professionally, and sensitively using proper telephone etiquette.
- Oversee Administrative Assistants’ processes; phones/texts, payment intake, compliance signatures, FFW, HMIS updates, email/voicemail follow-ups (including pre-call and post calls).
- Ensure case-management follow-ups are timely to minimize family wait time; maintain professional interdepartmental relationships.
5)Compliance, Documentation & Safety
- Ensure all documentation and processes comply with company policy and applicable state and federal regulations.
- Maintain a safe work environment; ensure staff are trained on workplace safety standards.
- Ensure staff adherence to dress code, professional standards, and operational procedures.
- Address and resolve safety concerns promptly.
6)Performance Management & Continuous Improvement
- Identify operational gaps, service trends, and workflow challenges.
- Recommend and implement process improvements to enhance efficiency, service quality, and employee experience.
- Track performance outcomes and service metrics; ensure corrective actions are implemented when needed.
- Maintain regular communication with Arrangements, Professional Services, Administration, and other departments to support coordinated service delivery.
- Serve as a liaison to ensure alignment on scheduling, family flow, and case readiness.
- Model professionalism in all internal and external interactions.
MINIMUM Requirements Education
- Some college preferred; Associate’s degree or equivalent a plus.
Certification/License
- CFDA Arranger’s Test/course (or equivalent) preferred or to be completed post-hire per department need.
Experience
- 3+ years in high-volume, compassionate customer service; prior lead/senior or supervisory experience preferred; experience in mortuary/cemetery operations a plus.
- 2+ years of management and/or supervisory experience, preferably in the mortuary/cemetery profession, prefered
Knowledge, Skills and Abilities
- Warmth, compassion, empathy; Diplomacy under pressure
- Ability to multi-task, prioritizes tasks, and differentiates level of importance
- High level of communication and listening skills
- Cultural sensitivity to the diverse community that Rose Hills serves
- Basic PC skills with MSWord, Excel, and Outlook
- HMIS familiarity
- Bilingual a plus
Work CONDITIONS
When considering the work hours associated with this job, the following factors may apply:
Work Environment
Work seated for most of the day in a carpeted, air-conditioned reception area or office where grieving families come to make arrangements for 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. Must be able to remain positive, calm, and composed during stressful situations. Present a professional front office appearance at all times. Must exhibit flexibility.
Compensation:
$75,000/yr - $85,000/yr
Exact compensation may vary based on skills, experience, and location.
Benefits (dependent upon eligibility):
Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent Life Insurance*SCI 401(k) Retirement Savings Plan with Company match*Employee Assistance Program
Rose Hills is an Equal Opportunity Employer. The company’s hiring procedures do not discriminate against any person on the basis of race, color, national origin, religion, ethnicity, age, sex, sexual-orientation, veteran’s status or disability, or any other legally protected status.
SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.
As part of your pre-employment background check, your criminal conviction history will be verified given that this role requires the following material job duties: Supervising/management role that requires working with and leading associates. Convictions creating a direct, adverse, and negative relationship with the identified job duties may result in withdrawal of a conditional job offer.
Postal Code: 90601
Category (Portal Searching): Operations
Job Location: US-CA - Whittier