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To provide overall administrative support to the sales and services organizations; Provide exceptional customer service support for internal and external customers. Ensure contract and financial transactions are processed timely, accurately, and in accordance with state, company, and SOX requirements.
Document and Contract Preparation - Review, audit pre need contracts for completeness and compliance to state, company and SOX regulatory requirements. Ensure all contracts are processed timely and accurately. Bank reconciliation.
Customer Service - Answer phones and greet walk-ins in a pleasant and professional manner. Answer customer inquiries, process customer service requests in a timely manner. Check voice messages on IVR and distribute them accordingly. Provide administrative support to the Sales and Services Team. Maintain a neat and orderly office at all times.

JOB RESPONSIBILITIES 

Customer Service - Customer focus in everything we do.  Provide quality support to internal and external customersProcess all customer service requests within 24 hrs of notificationEnsure all messages are responded to within 24 hrs of notificationManage incoming customer calls and resolve customer inquiries/issues in a timely and professional manner

Office Support - Sales TeamPartner with Sales Manager to achieve an overall high level of office performanceSupport Sales Team with new sales rep set up, process changes, and contract document trainingEnsure timely and efficient rollout of new forms - prepare contract packets and laminatesProduce and maintain sales reports (Scoreboard, HMIS Sales Report)Ensure sales reps are licensed per state requirementsCode and submit Legacy Team Seminar P-Card Receipts for Approval

Office Support - Services TeamProvide telephone support for Service Department when Funeral Director is unavailableComplete AN first call notification (enter first call into AN Forms System, where available); notify PCC (enter first call in CarePoint 2.0, where available)Enter statistical information into Electronic Death Registration System (EDRS)Process AN cash receipts, process same day checks, upload trust claim paperworkAssist in clearing reworks related to AN contractsAssist in addressing open ARRelease cremated remains and/or death certificates to NOKAssist in DC follow-up (reach out to Dr's, ME, etc. for status)Code invoices in Spendsmart for location and submit for approvalWeekly follow-up calls with family/NOK (case status)Assist in preparing for PR events

Contract Processing - Ensure contracts are processed accurately and timelyAssist in entering AN contracts into HMISValidate all PN contracts to ensure accuracy prior to processing in HMISMail copies of PN contract to a purchaser, after the contracts have been entered into HMIS.SOX - Ensure compliance to key controls and maintain an error rate of <5%CRL3 - Bank reconciliation for all financial transactionsPNF2 - Ensure contracts are validated before processingPNF3 - Maintain control log electronically (to be kept on server at all times)ARL2 - Ensure report is being printed and reviewed every Monday, with a final monthly reportIPC1 - Participate in annual inventory count for merchandise

Office Organization - Maintain a neat and orderly office environmentOrder supplies as needed, keep preneed forms and office supplies stockedProcess incoming and outgoing mail; UPSAnswer incoming calls and forward to appropriate department or take and distribute messagesForward the phones to the IVR in the evening and unforward in the morning, check messages and respond to any queriesOther responsibilities as assigned.

MINIMUM Requirements

Education

High school diploma or EquivalentAssociates' Degree (Preferred)

Certification/License

N/A

Experience

1-2 years of industry experience (preferred)3-5 years of recent administrative or customer service experience

Knowledge, Skills, and Abilities

Strong Computer SkillsExcellent Administrative Skills.Excellent Customer Service Skills.Proficient in Microsoft Office Suite (Word, Excel, Outlook)Ability to operate office equipment such as photocopiers, printers, fax machines, etc.Conveys information clearly and concisely in written and spoken communicationResolves problems and provides solutions to customers in a timely mannerTime management and organizational skills

Work CONDITIONS

When considering the work hours associated with this job, the following factors may apply:

Work EnvironmentWork indoors and outdoors during all seasons and weather conditionsLimited amount of local and/or multiple location travelingTraveling to local businessBusiness Professional Dress is required when in contact with families. Work PosturesFrequent, continuous periods of time standing, up 6 hours per daySitting continuously for many hours per day, up to 6 hours per dayClimbing stairs to access buildings frequentlyPhysical DemandsPhysical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usageMove, push and pull up to 25 lbs.Work HoursOperations hours are Monday to Friday, 8:00 AM to 5:00 PM.  (Business hours may vary per location and state)Travel up to 5%

Postal Code: 78232

Category (Portal Searching): Administration and Clerical

Job Location: US-TX - San Antonio