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Job Details

Sr. Customer Care Representative I Call Center

Location
Glendale, CA

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At Forest Lawn Memorial-Parks & Mortuaries, we continually strive to maintain and improve the level of caring and professional customer service that we offer to our client families in every aspect of the services we offer. Forest Lawn’s Information Office sets the stage for this service as the first point of contact our families have with the organization.



The Information Office department is responsible for receiving and routing all incoming calls, managing the PBX, scheduling and dispatching arrangements, receiving and documenting vital information and providing information regarding the services and prices Forest Lawn provides.



The Sr. Customer Care Representative will provide support and perform the following functions and responsibilities;


  • Communicate with families before death or at the time of death or illness by providing information regarding property, packages, services and commodities for their funeral, cremation and/or interment.
  • Utilize advanced customer service skills to handle phone calls, e-mails, chats, social media and written correspondence between our client families and/or employees.
  • Work the PBX and First Call desks
  • Work directly with business partners to resolve problems promptly.



  • Study and stay abreast on general information of interest to our client families and internal employees.



  • Develop and maintain accurate client family files and records in order to have complete up-to-date information, which can be shared among other departments.



This position offers a wonderful opportunity to learn how all of Forest Lawn’s departments operate and gain valuable experience in a fast-paced professional and service-oriented environment that can advance into a meaningful career.



Qualifications:


Must be able to work the following schedule:


Workdays- Monday through Friday 12:30 p.m. to 8:30 p.m. and alternating weekends Midnight to 8:30 a.m.


  • Minimum 2- years of Customer Support, Client Sales or Call Center experience.
  • Sales environment preferred.
  • Strong customer service experience required.
  • Must type at least 45 wpm.
  • PC Literate; have basic knowledge of Word and Excel.
  • Proficient and effective written and oral communication.
  • Must be able to work autonomously and be able to take direction.
  • Maintain confidentiality of all material and data handled by the department.
  • Must be able to work weekends and holidays.
  • Must be flexible with work schedule to provide coverage for all shifts.
  • High School Diploma or G.E.D.
  • Valid California Driver’s License
  • Bilingual is a plus!


We Offer an Outstanding Compensation and Benefits Package, Which Includes:

  • Medical/Dental/Life Insurance
  • Paid Vacation and Paid Absence Plan
  • Long Term Disability
  • 401(k) with a matching contribution plan
  • Flexible Spending Accounts
  • Tuition Reimbursement



Forest Lawn will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

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