Cemetery Services Representative

ORGANIZATION

Mount Auburn Cemetery is the first rural, or garden, cemetery in the United States, located on the line between Cambridge and Watertown 4 miles west of Boston. It is the burial site of many prominent Bostonians as well as being a National Historic Landmark. Dedicated in 1831 and set with classical monuments in a rolling landscaped terrain, it marked a distinct break with Colonial-era burying grounds and church-affiliated graveyards. The 175-acre cemetery is important both for its historical aspects and for its role as botanic garden. It is Watertown's largest contiguous open space and extends into Cambridge to the east. It was designated a National Historic Landmark District in 2003.

POSITION SUMMARY
 

The Cemetery Services Representative is responsible for delivering exceptional service while supporting the needs of families, clients, and the Cemetery Services Department. The Representative works as the main reception to the front office to provide a welcoming and engaging experience for all who enter. The Representative is responsible for fielding client inquiries, generating estimates, invoices, and work orders related to the care of lots and graves. The Representative displays compassion, sensitivity, and good business ethics in all interactions with clients and visitors. The Representative ensures seamless, collaborative service by communicating and coordinating efforts with all applicable departments. Additionally, the Representative provides administrative support and completes tasks as needed within the Cemetery Services Department.

KEY RESPONSIBILITIES

• Serves as the first point of contact for in person inquiries.
• Responsible for welcoming appearances of the front office while ensuring proper use of admin rooms.
• Works collaboratively with all members of the Cemetery Services team to ensure excellent and seamless service to Cemetery guests and clients.
• Generates, processes, monitors, and closes work orders associated with lot care following the designated workflow.
• Oversee the chain of custody and handling of cremated remains between crematory and our families or funeral directors.
• Ensures accurate data collection and data entry, managing sensitive personal information and records.
• Enters client information into the CMS database, ensuring accurate records of client details while processing payments efficiently and securely.
• Assists with client phone calls and mailings (physical and electronic) related to burials and lot care.
• Communicates effectively and in a timely manner to department leaders, co-workers, and management by telephone, e-mail, and in person.
• Maintains working knowledge of Mount Auburn’s Rules & Regulations, the Cemetery’s

established business practices and internal workflows, and Massachusetts cemetery law.

• May be required to perform other duties as requested by supervisor.

QUALIFICATIONS

• High School Diploma is required
• Welcoming, attentive, and detail-oriented with excellent multitasking skills
• 2 – 3 years of customer service and administrative experience
• Proficient in Microsoft Office and capable of learning new CRM systems
• Strong communication and collaboration skills across all levels
• Excellent organizational skills
• Self-starter with strong initiative and ability to work independently
• Valid driver’s license is required

PHYSICAL REQUIREMENTS

• Work in an office setting, seated for extended periods while using a computer
• Move between desk, front counter, and files
• Operate standard office equipment (computers, televisions, mail machine, photocopiers, scanners)
• Prepare conference room for meetings and site visits by pushing in chairs and tidying up space
• Sort through and organize files, closets and office equipment as needed
• Move outdoors occasionally to meet visitors in varying weather

Mount Auburn Cemetery is an equal-opportunity employer.  It does not discriminate in employment opportunities on the basis of race, color, ancestry, religion, gender, national origin, age, pregnancy, citizenship status, physical or mental ability, military status, sexual orientation or any other characteristic protected by law.