Our associates celebrate lives. We celebrate our associates. Consider the possibilities of joining a Great Place to Work! Being an expert in the field, with at least 5 years of experience, you will support all high profile services, VIP services, customer service issues and be a mentor to your peers. Responsible for coordinating all service details to ensure service excellence is met and exceeded with every family served. **Essential Job Functions:** Must be able to perform the essential functions of the job with or without reasonable accommodations. + Performs all responsibilities of a Funeral Services Director. + Direct, Assist, Chapel Attend and/or make removal depending on service need; must have open availability to change schedule working evenings and/or days to support customer needs. + Lead by example and set the standard for RH service Directors. + Observes Funeral Services Directors while interacting with customers, preparing for services, and presiding over services assessing skill set and knowledge for constructive feedback. Summarizes observations, feedback, and development opportunities; provides summary to associate’s supervisor and/or manager for review and collaborates to ensure success. + Elevate viable and sustainable improvement ideas to supervisor and/or manager. May update job aids or facilitate improvement with training. + Working independently, completes escalated and high-profile work consistently and accurately applies procedures, regulations, and policies producing compliant and efficient results. Discusses unique issues with management for guidance. + As requested by peers or supervisor and/or manager, immediately respond to ‘in the moment’ escalated customer service issues. Empathetically listen to client’s concerns to understand their expectations and service or product gaps. Discuss the situation with the on-site Funeral Services Director. Discuss options with interested parties and obtain resolution agreement. Authorize refunds and implement solutions within prescribed broad guidelines. Completes refund forms, obtains approvals, and processes. + Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from supervisor and/or manager. Notifies supervisor and/or manager when workload is light and volunteers for additional work. Adjusts quickly to new work structures, processes, requirements, or cultures. + Drafts SOPs and Job Aids with an appropriate level of detail for user needs. Prepares and presents 2 training modules yearly to funeral service team. + Self manages workload and priorities to deliver quality work on time. Exhibits accountability and leadership. Ensures compliance with local, state, and federal regulations as well as company policies and procedures. **Experience & Education:** + At least five (5) years’ experience directing funeral services in the state of California. + First Call experience arriving at personal homes for removal and empathetically managing initial discussion with deceased family + Demonstrate knowledge and application of industry regulations and company funeral and interment policies and procedures **Knowledge, Skills and Abilities** **Skills:** + Ability to accurately read cemetery permits and land maps. + Professional and empathic verbal and written communication skills + Cognitive Ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations. + Process and results oriented, motivated to keep projects moving ahead by identifying obstacles and exploring alternatives + Applies best practices + Knowledgeable in discipline and industry acumen + Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated + Ability to build professional and trusting business relations across the location + Proficient in HMIS, and other proprietary software + Appropriate business attire to be worn when having contact with families or guests + Ability to work evenings, weekend, and overtime + Ability to comply with company policies including but not limited to punctuality/attendance, workplace safety, and project a favorable image of the company **Compensation:** $24.00/hr - $30.00/hr Exact compensation may vary based on skills, experience, and location. **Benefits (dependent upon eligibility):** Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent Life Insurance*SCI 401(k) Retirement Savings Plan with Company match*Employee Assistance Program **_Rose Hills is an Equal Opportunity Employer. The company’s hiring procedures do not discriminate against any person on the basis of race, color, national origin, religion, ethnicity, age, sex, sexual-orientation, veteran’s status or disability, or any other legally protected status._** **_SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities._** **_As part of your pre-employment background check, your criminal conviction history will be verified given that this role requires the following material job duties: Supervising/management role that requires working with and leading associates. Convictions creating a direct, adverse, and negative relationship with the identified job duties may result in withdrawal of a conditional job offer._** Postal Code: 90601 Category (Portal Searching): Operations Job Location: US-CA - Whittier Job Profile ID: R00370 Time Type: Full time Location Name: Rose Hills Company