Customer Service Representative

Key Responsibilities

• Manage and maintain relationships with Funeral Directors, Cemeteries, Service Areas, and Technicians within assigned territory by understanding location specific needs and preferences and meeting them

• Track and monitor monument production, delivery, on-site installations

• Ensure accurate documentation and timely follow-up on all orders and customer service requests

• Communicate updates to clients and internal teams

• Handle a high volume of phone calls and emails professionally and efficiently

• Return all internal, external calls, and emails by EOD (end of day)

• Process all quote requests, or communicate delays, to clients within 24 hrs. Including EOD emails to appropriate personal for custom quotes to be proceeded next day

• Proactively identify and resolve issues while maintaining customer satisfaction

• Assist sales with through data entry and identifying areas of growth in territory

• Maintain database accuracy for cemetery and client information (CRM)

• Process and filter reports to assist locations with late list and order volume

• Uphold company standards, commitments, and core values

• Proficient in Microsoft Office (Excel, Word, Outlook, OneNote)

Qualifications & Skills

• Strong attention to detail and ability to process complex information

• Excellent verbal and written communication skills

• Comfortable managing a high volume of calls and email correspondence

• Ability to multitask in a fast-paced environment

• Strong time management and organizational skills

• Proficient in Microsoft Office (Excel, Word, Outlook)

• General computer literacy and comfort learning new systems

• Problem-solving mindset with the ability to assess situations and implement resolutions

• Customer-focused attitude with relationship-building skills

Core Competencies

• Accountability & Ownership

• Professional Communication

• Critical Thinking & Resolution Management

• Relationship Development

• Time Management & Deadline Compliance