What are the responsibilities and job description for the Interment Customer Service Manager position at Spring Grove Cemetery & Funeral Homes?
Summary/Objective
The Interment Customer Service Manager will use strong business judgment and initiative to support daily operations under the Director of Burial Service and Data Compliance supervision. This role involves problem-solving, decision-making, and collaborating effectively with employees, customers, and management. The candidate will participate in performance evaluations, goal setting, conflict resolution, and task delegation. The ideal candidate will demonstrate emotional intelligence, reliability, and a team-oriented mindset while adapting to the changing needs of the organization and the death care industry.
The Interment Customer Service Manager will use strong business judgment and initiative to support daily operations under the Director of Burial Service and Data Compliance supervision. This role involves problem-solving, decision-making, and collaborating effectively with employees, customers, and management. The candidate will participate in performance evaluations, goal setting, conflict resolution, and task delegation. The ideal candidate will demonstrate emotional intelligence, reliability, and a team-oriented mindset while adapting to the changing needs of the organization and the death care industry.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following duties are an overview of the primary duties and responsibilities of the Full-Time Interment Customer Service Manager and should not be considered an all-inclusive list.
- Interment and Cremation Coordination: Manage the entire interment and cremation process, including recordkeeping, scheduling, and ensuring proper documentation (e.g., Burial Permits, Cremation Authorizations). Oversee cremation inventory and ensure compliance with all Cemetery Rules & Regulations.
- Team Leadership and Staff Development: Supervise and support staff, including the Administrative Assistant for Document Scanning and Inurnment Coordinator/Celebrant. Provide coaching, mentorship, and performance evaluations to ensure high team performance and address any challenges.
- Operational Coordination and Communication: Ensure smooth coordination between various departments (Sales, Crematory, Grounds, Accounting, Funeral Directors) to facilitate accurate and timely burials and cremations. Oversee scheduling and coverage, ensuring minimal errors and adherence to guidelines.
- Compliance and Documentation Management: Enforce the consistent and accurate completion of required documentation, including Preneed and At-Need Burial Authorizations, Affidavit of Ownership, and other related forms. Ensure proper retention and storage of documents while maintaining adherence to Cemetery policies and charges.
Primary Duties but not limited to:
Interment Customer Service Manager – Spring Grove Cemetery
- Oversee and actively monitor the Interment and Cremation Coordination functions, ensuring accurate recordkeeping for all interments and cremations at Spring Grove and Oak Hill Cemeteries, including document retention (Burial Permits & Cremation Authorizations).
- Manage and support team members, including the Administrative Assistant for Document Scanning and Inurnment Coordinator/Celebrant.
- Maintain and manage cremation inventory.
- Ensure adherence to Cemetery Rules & Regulations, particularly regarding Rights of Burial and Second Rights.
- Understand and apply requirements for various property types, burial processes, and their impact on other departments and stakeholders (families, funeral directors, vault companies, crematory).
- Enforce required authorizations and documentation, including Preneed and At-Need Burial Authorizations, Affidavit of Ownership, Cremation Permits, and other related forms.
- Apply and oversee Cemetery Schedule of Charges.
- Coordinate and communicate with departments such as Sales, Crematory, Grounds, Accounting, and Funeral Directors to ensure smooth operations.
- Ensure accurate and timely burial and cremation scheduling, adhering to guidelines and minimizing errors.
- Manage scheduling and coverage for Monday-Saturday, including Manager duties.
- Provide assistance by efficiently interpreting and locating information from various sources to support customers and staff.
- Mentor and coach staff, addressing concerns, and ensuring optimal performance.
- Participate in performance evaluations for team members.
- Proficiently utilize CMS, Plotfinder, Passare, Teams, and other O365 software.
Values we look for:
- Ambassador: A Spring Grove Family employee demonstrates pride and a strong belief in the organization and the services provided to families and the community. As an ambassador of the Spring Grove Family, an employee is a true advocate of the organization and desires to contribute and make the Spring Grove Family the best it can be.
- Customer Service: A Spring Grove Family employee is strongly committed to serving internal and external customers and has a demeanor focused on delivering impeccable customer service.
- Team: As a team player, a Spring Grove employee has a “do what it takes” attitude. They are reliable, considerate, committed to continuous improvement, and inspire others to achieve.
- Integrity: Spring Grove Family employees are honest, trustworthy, and driven to “do the right thing.”
- Respect: Spring Grove Family employees view their work with families as a sacred trust. They appreciate diversity in cultures and revere the traditions and beliefs of our families, customers, visitors, and colleagues.
- Compassion: Spring Grove Family employees show empathy, kindness, and understanding toward others. They are dedicated to creating a supportive and caring environment for families, colleagues, and the community.
Work Environment
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, printers, fax machines, and cleaning supplies.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this position, the employee is regularly required to talk and/or hear. The employee frequently is required to sit; stand; walk; squat; and reach with hands and arms. Required to lift up to 30 pounds.
Position Type/Expected Hours of Work
This is a full-time exempt position. Business days and hours of work are:
This is a full-time exempt position. Business days and hours of work are:
Monday through Friday, with some weekend work required for business operations
Travel
Local travel may be required for support.
Local travel may be required for support.
Required Education, Knowledge, Skills, Abilities and Experience
- EDUCATION: High School diploma or equivalent preferred, plus 5 years office management experience
- EXPERIENCE: Strong keyboarding skills required. Must be proficient in word processing, spreadsheets, databases and contact management software.
- Must have the ability to work independently and have an aptitude for problem solving, yet also comfortable in a team environment. Strong business communication skills are necessary.
- Maintains a positive attitude and able to work with people.
- Must be multi-task oriented and a team player
- Strong analytical and decision-making skills required.
- Displays a “Customer First” Attitude.
This position description is not to be construed as an exhaustive statement of accountabilities, duties, responsibilities of requirements. Any individual may be required to perform any other job-related activities or functions requested by his/her manager, subject to reasonable accommodation. The Spring Grove Family reserves the right to modify this job description to reflect changes in essential job duties made necessary by changing organizational needs, subject to reasonable accommodation.
