Client Services Representative

Mount Sinai, a Jewish non-profit, is a full-service mortuary and cemetery committed to honoring the lives of all those who enter our gates. For over 60 years, we have extended loving kindness to families during difficult times. 

If you have a way with words, receive fulfillment from helping others and solving problems, and have experience performing higher level customer support work – stop your job search!  We have a fantastic opportunity for someone with just the right personality to provide after-care support to our families.  Bedside manners are everything!

We have approximately 125 mission-driven employees who are dedicated to the service we provide the community. We are nestled in the Hollywood Hills and our park has spectacular views of the surrounding area including several studios! (Just a little secret: It’s a great place to get your steps in!) 

In this role you will report to the Director of Client Services and work alongside a tremendous team of Client Services Representatives.  Working at Mount Sinai feels like home.  Yes, we have our challenging days like every other workplace, but if you’re looking to find your work family – look no further!

JOB DUTIES

• As part of the Mount Sinai Cares aftercare program, place outgoing calls to families thirty days after services provided to inquire about general wellbeing, concerns, issues to resolve, additional resources needed, as well as educate the families about the survey and bereavement workshop emails.
• Read all customer survey responses, both pre-need and at-need promoters and detractors, to identify issues in need of resolution and conduct outreach (call and/or email) to promptly address, discuss and resolve their concerns.
• Keep detailed case notes to provide to, and discuss with, the Client Services Director; document complaints, and resolutions, in the client records in Netsuite.
• At all times, serve as back-up for the main phone queue when calls overflow from the front desk. Promptly receive all overflow calls on the first ring and assist callers as described in the list of duties in the Client Services Representative – Receptionist job description.
• At all times, serve as back-up for the Unveilings group phone queue, assisting with incoming phone calls from families to help them with scheduling unveilings at both parks.
• As needed and directed by manager when additional staffing is needed, serve as back-up for the Client Services Receptionists, helping guests in-person and answering phones at the front desk, encompassing all duties listed in the Client Services Representative – Receptionist job description.

Other projects and tasks as assigned related to client experience initiatives and survey programs.

JOB QUALIFICATIONS AND SPECIFICATIONS

Education:     Associate’s Degree in Communications or related field.

Experience:   Minimum five years receptionist experience and customer service                    

Skills & Abilities:

• Attention to Detail: Position requires being detail oriented and being thorough in completing work tasks.
• Dependability: Position requires being reliable, responsible, flexible and dependable.
• Professional: Position requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
• Concern for others: Position requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
• Stress Tolerance: Position requires accepting criticism and dealing calmly and effectively with high stress situations.

Working Conditions:

Sitting, standing, bending, reaching, reading, lifting and carrying 30 lbs.