Job Description

After.com is the new home for funerals. We help families arrange and pre-plan simple cremations online in minutes with affordable, upfront pricing and absolutely no hidden costs or markups. Ever. We’re far from traditional, but we offer the same services and have the same licenses and credentials as traditional funeral homes. Our internet-first experience saves you time, money and energy for what matters—celebrating the life of your loved one.

In this role, you will be the main point of contact for individuals or families using our services; you will be assigned cases, as well as answer calls on our main line. You will maintain the utmost level of care, dignity and respect as you will be dealing with someone who recently lost a loved one. This role requires incredible attention to detail, task management and meeting critical deadlines, all in a high-pressure, fast-paced environment. This role is extremely important to our customer satisfaction and extremely rewarding for the right person.

We are rapidly growing and expanding our operations into new states to allow us to help even more families during their time of need.

This is a full-time, in-office position.

Qualifications

• Strong background in Customer Service (+1 years)
• Goal-oriented and driven to succeed
• Task-driven and efficient, with strong background in making deadlines
• Adaptable and teachable, with a willingness to learn and improve
• Excellent communication and interpersonal skills (you will take and make lots of calls every day!)
• Ability to build trust with individuals quickly
• Ability to speak calmly and in a professional empathetic tone at all times
• Strong organizational and time management skills
• Ability to de-escalate calls and help people going through grief
• Solution-oriented and willing to help improve processes within company frameworks for making change
• Enthusiasm for playing a role in helping a company grow (even through growing pains)
• Previous experience within the funeral industry is encouraged, but not required
• Previous experience in phone support and case management is encouraged, but not required

Essential duties and responsibilities

• Work closely with your Team Lead and funeral directors to receive permits and authorizations in a timely manner
• Answer inbound calls with questions regarding pricing or making arrangements, recommending and offering specific services to families that enhance the end of life experience (you will take and make lots of calls every day!)
• Finalize and fulfill final arrangements
• Outreach to family members via phone or text to arrange services and provide updates
• De-escalate calls and help families in grief
• Follow internal communication procedures, guidelines and policies
• Ensure all tasks are completed for each case in a timely manner
• Provide the highest level of customer support and care to ensure all families needs are met
• Ensure all necessary documents are created, sent and signed by the appropriate persons
• Learn state laws applicable to the funeral and cremation processes
• Typical hours are 9am-6pm Monday-Friday, but some occasional weekend and overnight shifts (as well some holidays) are required as well

This Job Is Ideal for Someone Who Is:

• Dependable - more reliable than spontaneous
• Caring - able to work with and support many grieving families a day
• People-oriented - enjoys interacting with people and being on the phone
• Adaptable/flexible - enjoys doing work that requires frequent shifts in direction
• Detail-oriented - pays critical attention to numerous details
• Task-driven/efficient - able to juggle many tasks and meet critical deadlines
• High stress tolerance - thrives in a high-pressure, fast-paced environment
• Startup experience - experience or understanding of high-growth startup company environments a plus

Our office is located on a quiet campus with fantastic amenities, including a gym, delicious food trucks several times a week, access to the Murdock Trail, bike rentals and more.

We are excited to welcome a new Customer Service Representative to our Care Team at After.com. If you are interested in joining us in our mission to revolutionize the funeral industry, please apply now.

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