Visitor Services Representative and Park Dispatcher

Our associates celebrate lives. We celebrate our associates.

Consider the possibilities of joining a Great Place to Work!

First point of contact for grieving families and guests visiting Rose Hills properties. Monitors Gate 1 Traffic with an average of 1.5 million vehicles annually. With warmth and professionalism, listen to guest questions; kindly ask clarifying questions to provide information and directions. Answers incoming calls following similar protocols. Monitor two-way radio and CCTV for safety and emergency requests, notifying and dispatching the appropriate resources. Record cemetery repair, Safety Violations and maintenance requests in the system.

Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.

RESPONSIBILITIES

Hospitality

• Monitors incoming and outgoing traffic at gate 1 to ensure all funeral processions are enter without delays. Coordinates traffic routes with Visitor Services, Funeral Directors and Motor Escorts based on incoming and outgoing traffic at Gate 1
• Professionally and with sensitivity greets visitors entering Park property.  Listens to guests questions in order to provide accurate information.  References daily schedule, to provide service information and directions to buildings via brochures, QR codes, or GPS coordinates.  Reference land map to locating gravesites or mausoleums.  
• As reported by guests, enter gravesite repairs in database.
• Reads / Respond to Visitor Services emails.  Assess request (such as lot blocks, vase installs, or grave repairs) and enters request in the appropriate system.  
• Professionally and promptly, answer incoming calls.  Listens to caller’s needs, providing information or routing call to the applicable department.
• Restock information materials; order materials to maintain an adequate supply.

Dispatch

• Monitor and Dispatch calls for services via a two-way radio for safety and emergency requests; ask questions to obtain pertinent information. 
• Monitor CCTV cameras for security or safety incidents utilizing investigation and tracking tools when criminal activity is on campus.
• Instructs incoming emergency authorities to the appropriate areas where the emergency is occurring
• Assess situation to dispatch the appropriate internal resources, contact 911 emergency services, or initiates emergency text to management or associates.  
• Log request and incidents according to procedures.  Follow-up with respondent on actions taken; update log and close request. 
• Maintains dispatch equipment in working order requesting maintenance or repair when needed.

Expectations

• Self manages workload to deliver quality work on time.  Completes complex work applying experience and knowledge of procedures, regulations, and policies; escalates unique issues for guidance.  Consistently applies procedures, regulations, and policies producing compliant and efficient results.  Exhibits accountability for work and behaviors.
• Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager.  Notifies manager when workload is light and volunteers for additional work. Adjusts quickly to work within new work structures, processes, requirements, or cultures.   Ensures compliance with local, state, and federal regulations.
• Drafts SOPs and Job Aids with an appropriate level of detail for user needs.
• This is not intended to be an all-inclusive list of the essential functions or duties related to this job.

MINIMUM Requirements

Education

• High School Diploma or GED

Licenses

• Valid state driver’s license with an acceptable driving record

Experience

• At least two (2) years security administration experience monitoring CCTV, using two-way radios, and dispatching security or emergency services.   
• Customer service experience communicating face to face with the general public

Knowledge, Skills and Abilities

• Bilingual speaking proficiency a plus
• Professional verbal communication and listening skills
• basic computer skills and light typing
• Cognitive ability including reasoning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
• Process and results oriented, motivated to keep projects moving ahead by identifying obstacles and exploring alternatives
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
• Ability to build professional and trusting business relations within the team
• Professional written and verbal communication skills
• Ability to work overtime

WORK CONDITIONS

Work Environment

• Work indoors and or outdoors during all seasons and weather conditions
• Comply with Field dress code policy

Work Postures

• Frequent, continuous periods of time standing, up 6 hours per day
• Sitting continuously for many hours per day, up to 6 hours per day
• Climbing stairs to access buildings frequently

Physical Demands

• Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

• Working beyond “standard” hours as the need arises

Compensation:

$20.00/hr - $24.00/hr

Exact compensation may vary based on skills, experience, and location.

Benefits (dependent upon eligibility):

Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent Life Insurance*SCI 401(k) Retirement Savings Plan with Company match*Employee Assistance Program

Rose Hills is an Equal Opportunity Employer. The company’s hiring procedures do not discriminate against any person on the basis of race, color, national origin, religion, ethnicity, age, sex, sexual-orientation, veteran’s status or disability, or any other legally protected status.

SCI Shared Resources, LLC is committed to an inclusive, barrier-free recruitment and selection process. On request, we will seek to provide appropriate accessibility options to all applicants with disabilities.

As part of your pre-employment background check, your criminal conviction history will be verified given that this role requires the following material job duties: Working with or around client families, colleagues, and working with confidential information. Convictions creating a direct, adverse, and negative relationship with the identified job duties may result in withdrawal of a conditional job offer.

Postal Code: 90601

Category (Portal Searching): Logistics

Job Location: US-CA - Whittier