Mortuary Operations Specialist; Hua Yuan

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Receive and provide general assistance and guidance to client families and guests as necessary. Provide administrative and support assistance to arrangement counselors during the arrangement conference. Duties to include:
Data entry into HMIS software system; coordination with allied professionals as necessary; and other customer support as needed to aid in the customer experience during the at-need arrangement conference.

• Oversee the Front Desk and Lobby Reception areas. Promptly and professionally, answer incoming calls and greet families, guests, or vendors. With an appropriate communication style, diplomatically screen callers or visitors and provide appropriate assistance or guidance in verbal and/or written form as needed. Provide viewing/service information, driving/walking directions to various chapels or interment locations. May direct visitors to location of restrooms, assist with beverages, or similar.
  
  May make copies and/or initiate faxes.

• Take First Calls, obtain embalming and removal permission, quote pricing and schedule appointments.

• Receive deceased personal belongings from family. Prompt the family about special requests or return of particular belongings. Inventory personal belongings and log into HMIS software system. Package personal belongings and deliver to Quality Control. It is imperative that personal belongings are controlled precisely to procedures.

• Follow-up with different departments to insure families and guests are taken care of with a high level of customer service.

• Assist customers in person with arranging for disposition of remains, presenting cemetery products and service selections, finalizing contracts, paperwork and payments.

• As requested by the Officiant or Ceremonial Director, assist with visitation room set-up including casket placement, casket viewing of deceased, floral arrangements,

• As requested, assist with general set-up, serving, and clean up, as necessary, of chapel and food service areas.

• Making deposits daily and prepare reports for accounting department

• Act on customer complaints to provide satisfactory resolution

• Continually strive to improve through education and experience. Maintain a continuous development plan and make steady, ongoing progress toward skill enhancement

• Project a favorable image of the company to promote its goals, and to enhance public recognition and acceptance of all its efforts

• Report to work on time and maintain standard attendance

• Perform duties as directed by Management.

• High School Diploma or equivalent
• At least two (2) years reception, hospitality, or customer service experience
• Basic PC skills with MSWord and Outlook as well as data entry into company software
• Exhibit warmth and compassion during situations of emotional distress
• Cultural sensitivity and tactfulness to interact with a variety of cultures and language barriers
• Excellent interpersonal relations skills exhibiting warmth, compassion, empathy and diplomacy under pressure
• Current Hepatitis B vaccination (HBV)
• CA Drivers’ License and good driving record; safely drive Company vehicles
• Bilingual Required/Chinese speaking
• Must be culturally astute in Asian memorializing.

Work mostly indoors and occasionally outdoors up to 40 hours per week and as needed, in all weather conditions, assisting with the arranging, coordination, and execution of ceremonial events for grieving families. 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; and present a professional appearance at all times. Must work daily with interruptions and changing schedules; be able to work a flexible schedule, depending on business needs; work occasional evenings and/or weekends and holidays.

Work indoors and outdoors in all weather conditions; handle…