Cemetery Services Receptionist

ORGANIZATION:

Mount Auburn Cemetery comprises 175 acres and is situated in Watertown and Cambridge near Boston, Massachusetts. Founded in 1831, and visited by over 200,000 people each year, Mount Auburn is a National Historic Landmark, recognized as the first “rural cemetery” and the inspiration for the American Parks Movement during the 19th century. As an active cemetery, Mount Auburn inspires all who visit, comforts the bereaved, and commemorates the dead in a landscape of exceptional beauty. As an accredited arboretum, Mount Auburn features 5,000 trees and more than 20,000 plants/plant masses overall.

POSITION SUMMARY:
The Cemetery Services Receptionist is responsible for delivering exceptional service while supporting the needs of families, clients, and the Cemetery Services Department. The Receptionist works as the main reception to the front office to provide a welcoming and engaging experience for all who enter. The Receptionist is responsible for fielding client inquiries, generating estimates, invoices, and work orders related to the care of lots and graves. The Receptionist displays compassion, sensitivity, and good business ethics in all interactions with clients and visitors. The Receptionist ensures seamless, collaborative service by communicating and coordinating efforts with all applicable departments. Additionally, the Receptionist provides administrative support and completes tasks as needed within the Cemetery Services Department

KEY RESPONSIBILITIES:

• Serves as the first point of contact for in person and phone inquiries.
• Responsible for welcoming appearances of the front office while ensuring proper use of admin rooms.
• Works collaboratively with all members of the Cemetery Services team to ensure excellent and seamless service to Cemetery guests and clients.
• Generates, processes, monitors, and closes work orders associated with lot care following the designated workflow.
• Oversee the chain of custody and handling of cremated remains between crematory and our families or funeral directors.
• Ensures accurate data collection and data entry, managing sensitive personal information and records.
• Enters client information into the CMS database, ensuring accurate records of client details while processing payments efficiently and securely.
• Assists with client mailings (physical and electronic) related to burials and lot care.

• Communicate effectively and in a timely manner to department leaders, co-workers, and management by telephone, e-mail, and in person.
• Maintains working knowledge of Mount Auburn’s Rules & Regulations, the Cemetery’s established business practices and internal workflows, and Massachusetts cemetery law.
• May be required to perform other duties as requested by supervisor.

QUALIFICATIONS:
 

• High School Diploma is required
• Welcoming, attentive, and detail-oriented with excellent multitasking skills
• 2 – 3 years of customer service and administrative experience
• Proficient in Microsoft Office and capable of learning new CRM systems
• Strong communication and collaboration skills across all levels
• Excellent organizational skills
• Self-starter with strong initiative and ability to work independently
• Valid driver’s license is required

PHYSICAL REQUIREMENTS:
 

• Ability to work in an office setting, seated for extended periods while using a computer
• Move between desk, front counter, and files
• Operate standard office equipment (computers, televisions, mail machine, photocopiers, scanners)
• Prepare conference room for meetings and site visits by pushing in chairs and tidying up space
• Sort through and organize files, closets and office equipment as needed
• Move outdoors occasionally to meet visitors in varying weather
• Occasionally lifts items up to 20 pounds

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