JOB SPECIFICATION & DESCRIPTION 

Job Title:    New Business Customer Service Representative                

Department: Operations/Administration     

Location: Head Office (KINGSTON)                                         

JOB SPECIFICATION 

Core Functions: 

The New Business Customer Service Representative enriches the position and image of the Meadowrest Memorial Gardens through courteous and professional service to customers. The New Business Customer Service Representative is responsible for the customer experience from initial contact, booking, through to interment as well as post interment services.

(a)      Specific Knowledge:

• Knowledge of the Interment industry
• Use of Microsoft Office (Excel, Word)
• Understanding of the use of technology and the internet in the industry

(b)      Qualifications and Experience:

• Bachelor’s Degree in Business Administration or equivalent
• 2-5 years customer service and administrative experience

(c)      Required Skills and Specialized Techniques:

• Customer service skills
• Keen eye for details

 (d)   Desired Attitudes/Personal Traits

• Polite and patient at all times
• Respect for deadlines
• Proficiency & honesty in handling money

RESPONSIBILITIES AND DUTIES

1. Provides information to customers about our products and services
2. Takes and records bookings in the Interment Management System
3. Accepts payments via debit or credit cards and inputs payments in the Interment Management System, generates and issues receipts from the system
4. Confirms burials for the week with respective Funeral Homes
5. Checks weekly schedule of burials
6. Responds to customers’ complaints and escalate issues that are not resolved
7. Prepares weekly receivables statements for Funeral Homes and monthly for the Supervisor
8. Follows up with Funeral Homes and Customers with Prepurchases for payments
9. Updates numbering file (manually) and checks to ensure the vault numbers provided are accurate and were not previously submitted for another deceased.
10. Receives listing of interments from The Gardens and updates vault numbering in the interment system on a weekly basis.
11. Updates Archiving System with information that is submitted late by the Funeral Home/Family
12. Sends out Commitment Letters for Prepurchases on a monthly basis
13. Places orders with the manufacturers of headstones/plaques
14. Checks headstones/plaques list to send to The Gardens
15. Prepares list for Annual Memorial Scroll
16. Reconciles cash and cheques collected from customers on a weekly basis