Memorial Counseling Assistant

**What You'll Be Doing**

* Maintain a professional demeanor, appearance, and attitude at all times.
* Process, follow up on, and confirm all special orders for products such as, but not limited to, keepsake jewelry, special caskets, casket engraving, casket corners, webcasts, urns with and without engraving, flag cases, military honors, special memory folders, outside church confirmations, and special vaults. Coordinate with celebrants, follow up on pending contract payments, process contract add\-ons, and complete follow\-up calls.
* Obtain and confirm pictures to be used for posters, portraits, and/or other memorialization items. May include completing the arrangement process with client families.
* Process Memorial Counseling paperwork and requisitions; work with outside vendors, the Purchasing Department, Merchandising Department, and other support functions.
* Accurately complete all orders, forms, and related paperwork required for the arrangement process, contract agreement, and funeral service. All paperwork must be completed expediently and submitted by the designated due date.
* Maintain thorough knowledge of current Forest Lawn commodities, services, pricing, history, policies, and procedures.
* Respond to inquiries regarding funeral prices via telephone, in person, fax, email, or mail in an accurate and expedient manner.
* Address client family concerns with compassion and empathy in a timely manner. Seek guidance as needed.
* Follow up with client families regarding pending orders or changes and provide updates as needed. Meet with families if additional products or services are requested.
* Meet with client families during memorial arrangements appointments as needed.
* Assist the Memorial Counseling Secretary and other departments as needed in a professional manner.
* Ability to work at other locations as needed.

High school diploma or General Education Development (GED) certificate; three years of customer service experience and/or training; or an equivalent combination of education and experience. Previous sales experience is preferred.

* Strong organizational skills with the ability to multitask and prioritize responsibilities.
* Excellent oral and written communication skills.
* Ability to interact with client families in a respectful, compassionate, and empathetic manner.
* Proficiency in Microsoft Word, Excel, PowerPoint, Outlook, and general PC operations.
* Ability to become proficient in specialized systems, such as the MA System and HMIS.
* Ability to maintain regular attendance and punctuality.
* Availability to work weekends and holidays.
* Ability to maintain the confidentiality of all materials and data.
* Professional appearance and adherence to the Forest Lawn dress code.
* Ability to type a minimum of 50 words per minute (WPM).

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.