Customer Experience Specialist

4 weeks ago

San Bernardino, United States Better Place Forests Full time

**Customer Experience Specialist - Memorials** San Bernardino, CA / Forest Experience / Salary - Full-time

For thousands of years, humans have turned to ritual and ceremony to guide us through death and grief. Even as we create new traditions to honor life, we still crave that guidance. In this modern world, there aren't many places where you can go to receive care and support through your loss. Now, Better Place Forests is creating North America's first conservation memorial forest for families. Our mission is to inspire everyone to leave a meaningful legacy for the planet and the people they love. This is an exciting opportunity to work for an innovative company with a dynamic culture where you can make a rewarding impact on forest conservation and the human experience. The Memorial Ceremony Specialist is responsible for scheduling, planning and facilitating the memorial ceremonies for their forest. They work in close collaboration with the General Manager to lead scheduling, design, organization, and facilitation of each memorial ceremony. The Memorial Ceremony Specialist will also support other business responsibilities and parts of the customer journey when time permits. A successful candidate is a confident public speaker, leader, compassionate, communicative, and very organized. This position calls for quick response time to customers, acute attention to detail in very sensitive situations, and ability to navigate ambiguity. Grieving families span a wide range of complex emotions and the Memorial Ceremony Specialist must be able to work with each situation in a gentle, empathetic, and efficient manner. Note: Grief training and mentoring will be provided to support this skillset. + Provide a beautiful, transcendent experience for families within the forest + Help design and manage the ultimate BPF customer touchpoint + Assist with writing the playbook for our memorial ceremony + Guide and support our families through the planning process as they navigate through grief + Work with families to design and coordinate memorial ceremonies + Facilitate ceremonies including reading poetry, bible verse, etc. This includes the ability to accommodate a range of beliefs and group dynamics + Perform celebrant and administrative duties to provide a moving experience in the forest + Working with multiple internal tools, systems and platforms to document and support customer needs + Coordinate with partnering teams to achieve tasks that support memorial ceremonies operations and forest-specific customer questions + Manage applicable legal filings related to the spreading of ashes in the forest + Assist leadership with content marketing (FB groups, content gathering), projects and team tasks + Help with forest services work that happens in the offseason (snow clearing, visitor center maintenance) + Participate in local marketing initiatives like presentations at hospitals, nursing homes, funeral homes, and other relevant opportunities + Collaborate with teammates to fill in where needed for forest tours, other events and business needs + Comfortable speaking regularly and candidly about death and dying to support customers who are who are grieving and may be expressing themselves in a range of emotions and behaviors + Passionate about outdoor preservation and conservation + Enthusiastic about working outside, you like to camp, hike and adventure in remote areas + You have the gear and embrace the opportunity to work in a variety of weather conditions + Able to work with each family in a gentle, accommodating, and efficient manner + Committed to providing acute attention to detail in very sensitive situations involving multiple parties + A confident public speaker and leader + Willing to be spontaneous and shift plans, let go of agendas and do whatever it takes to support an individual or group if strong emotions come up during the ceremony, or if the group wants to do something unplanned + Customer centric, compassionate, communicative and very organized + Tech savvy and comfortable using multiple systems and software and/or with a willingness to learn job specific applications and practices + Comfortable handling the cremated remains of humans and pets + Able to work as a member of a team and independently as the situation requires + Accommodating. We support our customers seven days a week. This position requires flexibility including weekends. + Able to sustain prolonged standing, bending, stooping, twisting, lifting products and supplies weighing up to 45 pounds + Experience working in complex emotional and familial situations + Excellent oral, written, cross functional, and interpersonal communication skills that are appropriate for various levels, including management, staff, contractors and community members + A desire to work in a outdoor environment with various weather conditions + High level emotional intelligence and experience managing group dynamics + Public speaking skills that enable you to command attention of large or small groups Subject to Better Place Forests COVID-19 vaccination policy. Occasional non-regional travel may be requested. **Benefits** Medical (subsidized), dental, vision, and 401(k)

Flexible PTO

Memorial Tree credit

Family assistance program

Connectivity/mobile phone stipend

Our HQ to you - remote workstation

Paid Parental Leave

Employee Referral Program

Employee Assistance Program (EAP) **Fair Hiring Practices** At Better Place Forests, we value diversity and treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, gender expression, sex, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to

. We will treat your request as confidential information. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

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