Sr. Customer Care Representative

Brief Description
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, scheduling and dispatching arrangements, receiving and documenting vital information and providing information regarding the services and prices Forest Lawn provides.

What You'll Be Doing

• 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 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.

Requirements

• Must be able to work the required hours of the shift: 9am-6pm, Monday Friday.
• Minimum of 2 years in a previous Call Center position, Customer Support or Client Sales.
• Call Center experience is a plus
• Strong customer service experience required.
• PC Literate; have basic knowledge of Word and Excel; Must type at least 45 wpm.
• High School Diploma or G.E.D.
• Must be able to work weekends and holidays.
• Must be able to work both on and off-site (Hybrid).

Competitive Benefits
Forest Lawn takes pride in offering an excellent benefits package to our employees, which taken as a whole, leads our industry and is competitive with the benefits in just about any other industry.

Click here to learn more about our benefit offerings.

Drug Testing Policy
Prior to beginning employment, all job applicants who receive a job offer will be required to voluntarily submit to a drug screening test conducted by a laboratory designated by Forest Lawn. The drug screening method is a hair collection test that will detect the use of illegal drugs within the past 90 days. A positive drug test may result in the withdrawal of the job offer.

E-Verify Statement
Forest Lawn has registered to participate in the federal government's E-Verify program. With E-Verify we are able to confirm the employment authorization of all newly hired employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. With respect to new hires, the E-Verify process is completed in conjunction with a new hire's completion of the Form I-9, Employment Eligibility Verification upon commencement of employment. E-Verify is not used as a tool to pre-screen candidates.

For up-to-date information on E-Verify, go to https://www.e-

Fair Chance Initiative for Hiring Ordinance
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.

Summary
Forest Lawn has always attracted unique and exceptional individuals; those who aren't satisfied with simply building a career, but want to go home at the end of the day knowing they've made a profound and positive difference in people's lives.