Customer Service Specialist - Marker Department (Full Time) - Military Veterans

at Service Corporation International

Whittier, California

Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

Provide outstanding customer service to internal and external customers; provide a high level of timely follow-up with customers on pending marker orders; manage and answer customer questions; and assist with new purchases.

**JOB RESPONSIBILITIES**

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

+ Assist with allocating resources and proactively preventing Work-in-Process order categories from building up.

+ Act on calls from internal and external customers to provide memorial status including marker setting, marker repairs…etc.

+ Handle and follow-up on unfilled marker statuses (in Work-In-Process category), including orders at the manufacturer.

+ Timely update the marker module with completed orders.

+ Review, manage, and submit layout changes/approvals for markers, plaques, and uprights to the memorial designers timely.

+ Insure timely follow-up is provided to customers with pending marker orders.

+ Generate and review new marker orders for accuracy, completeness, and policy compliance before distributing to memorial designer.

+ Provide timely mail-out of finalized design layouts and update the customer’s account with notes.

+ Process incoming mail, email & faxes timely.

+ Must be able to multi-task, set priorities, and organize work.

+ Act on customer complaints to provide satisfactory resolution.

+ Participate in cross training and skill development opportunities to improve competency and customer service.

+ Meet with customers to provide assistance with purchasing new memorial products.

+ Assist/process payments with outside vendors and families for the outside marker delivery process

**Experience and Education:**

+ Minimum one year experience as support staff in a customer service environment

+ High School Diploma, or GED

+ Valid Driver's License

**Special Skills**

+ High accuracy with data entry

+ MS Office software

+ Bilingual a plus

**Working Environment**

Work seated at a workstation in a small call-center type environment in a carpeted, air-conditioned office where the noise volume from coworkers is moderate. Must stay focused in a fast-paced environment. Customer service demands and performance failures carry a significant emotional weight. Work under daily deadlines handling a high volume of phone calls, provide timely follow-up to customers’ requests, and maintain outstanding customer service with detailed accuracy. Interruptions are continuous, and priorities change frequently. Workloads are highest during the winter holiday season.

**Physical Requirements**

Must be able to see detail, and have good hand-eye coordination to operate computerized phone equipment, keyboards, and headsets; most of the working day is spent on both inbound and outbound phone calls, using the computer; potential eyestrain from constant viewing of computer monitors; ergonomic requirements must be considered for safety and health.

**Equipment / Machines Operated**

+ Computerized telephone equipment

+ Telephone headset

+ MS Office software

+ Printer

+ Copier

+ Fax machine

Postal Code: 90601

Category (Portal Searching): Operations

Job Location: US-CA - Whittier

**Req ID:** Req.97872

**Position Type:** Full time

**Who we are. What we do.**

We are North America’s largest provider of funeral, cremation and cemetery services. We are more than 20,000 dedicated individuals, who proudly serve our community, provide caring assistance to families in need, and honor veterans and public servants.

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. For us, there is no greater responsibility than honoring and preserving the story of one’s life.

_"SCI” refers to Service Corporation International and its affiliates._

**Equal Opportunity Employer, M/F/D/V**

Whittier, California

Who we are. What we do.

We’re more than North America’s largest single 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 25,000 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.

Our Purpose

Service Corporation International is dedicated to compassionately supporting families at difficult times, celebrating the significance of lives that have been lived, and preserving memories that transcend generations, with dignity and honor.

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

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