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Funeral Home Receptionist

Department: Support Staff
Reports To: COO
Schedule: Full-Time 
Work Environment: Funeral Home / Family Service Setting

Position Summary

The Funeral Home Receptionist serves as the first point of contact for families, visitors, clergy, vendors, and other guests entering or contacting the funeral home. This position requires exceptional professionalism, compassion, discretion, and attention to detail.

The Receptionist is responsible for managing incoming calls, greeting and directing visitors, supporting funeral directors and administrative staff, maintaining an organized front office, and ensuring families and guests receive respectful and professional service at all times.

Because funeral service is a sensitive and time-critical environment, the ideal candidate must remain calm under pressure, communicate effectively, protect confidential information, and handle multiple priorities with accuracy.

Essential Duties & Responsibilities

Reception & Family Service

• Greet families, visitors, clergy, vendors, and guests in a warm, professional, and respectful manner.
• Answer incoming telephone calls promptly and professionally.
• Determine the nature of calls and route them to the appropriate funeral director, manager, or department.
• Take complete and accurate messages when staff members are unavailable.
• Provide approved general information regarding funeral home services, locations, hours, and directions.
• Notify appropriate staff when families, clergy, vendors, or other scheduled visitors arrive.
• Maintain a calm, welcoming, and professional atmosphere in the reception and lobby areas.
• Assist elderly or disabled guests when reasonable assistance is needed.
• Maintain appropriate boundaries and avoid discussing confidential family or employee matters in public areas.

Funeral & Visitation Support

• Review the daily funeral, visitation, and service schedule to remain aware of activities taking place throughout the facility.
• Direct families and guests to the appropriate chapel, visitation room, arrangement area, or other location.
• Assist with maintaining guest registers, service materials, memorial items, and other front-office materials as directed.
• Communicate changes, special requests, or concerns from families to the appropriate funeral director or manager.
• Coordinate with funeral directors and other staff to ensure the front office is prepared for scheduled services and visitations.
• Assist with receiving floral deliveries and other items intended for funeral services and ensure they are directed to the proper location.

Telephone & Communication Responsibilities

• Answer calls using the funeral home's approved greeting and telephone procedures.
• Handle sensitive calls with compassion and professionalism.
• Obtain accurate caller information, including name, telephone number, reason for calling, and the individual or family they are attempting to reach.
• Immediately escalate urgent family concerns, first-call notifications, complaints, or other sensitive matters according to company procedures.
• Never provide confidential information regarding deceased individuals, families, employees, or funeral arrangements without authorization.
• Maintain professional communication when interacting with hospitals, nursing facilities, cemeteries, clergy, vendors, insurance representatives, and other organizations.

Administrative Support

• Perform general clerical duties including filing, scanning, copying, printing, emailing, and document organization.
• Enter information into company systems accurately as assigned.
• Assist with preparing correspondence, forms, service materials, and other documents.
• Receive, sort, and distribute incoming mail, packages, and deliveries.
• Maintain organized front-office files and supplies.
• Assist funeral directors and management with administrative projects as assigned.
• Maintain accurate records and follow established procedures for handling documents containing confidential information.
• Notify management when office supplies need to be reordered.

Facility & Front Office Standards

• Keep the reception desk, lobby, waiting areas, and other assigned public-facing areas neat and presentable.
• Ensure brochures, business cards, service information, and other approved materials are properly stocked and displayed.
• Immediately notify management of maintenance, cleanliness, safety, or appearance concerns in public areas.
• Monitor visitor traffic and promptly report suspicious activity or security concerns.
• Ensure confidential documents and computer screens are not visible or accessible to unauthorized individuals.

Confidentiality & Professional Conduct

The Receptionist may have access to highly sensitive personal and family information. The employee must maintain strict confidentiality regarding:

• Deceased individuals and their families
• Funeral arrangements and service details
• Financial and payment information
• Employee information
• Medical or personal information
• Internal business matters

Confidential information may not be discussed with unauthorized employees, visitors, family members, friends, or members of the public.

Required Qualifications

• High school diploma or equivalent.
• Previous receptionist, customer service, administrative, hospitality, healthcare, or funeral service experience preferred.
• Strong verbal and written communication skills.
• Professional telephone etiquette.
• Strong organizational and multitasking abilities.
• Ability to remain composed when interacting with grieving, emotional, or upset individuals.
• Ability to follow established procedures and management direction.
• Strong attention to detail and accuracy.
• Basic computer skills, including email, data entry, and Microsoft Office or similar software.
• Ability to maintain strict confidentiality.
• Reliable attendance and punctuality.

Professional Expectations

The successful candidate must demonstrate:

• Compassion without becoming overly involved in family matters.
• Professional appearance and demeanor.
• Emotional maturity and sound judgment.
• Respect for families of different cultures, traditions, and backgrounds.
• Discretion when handling sensitive information.
• Dependability and accountability.
• Strong teamwork and communication.
• Ability to accept direction and constructive feedback.
• Ability to prioritize tasks in a fast-paced and sometimes unpredictable environment.

Physical Requirements

The position may require:

• Extended periods of sitting and/or standing.
• Frequent telephone and computer use.
• Walking throughout the funeral home.
• Occasional lifting or moving of office supplies, floral deliveries, service materials, or other lightweight items.
• Ability to perform the essential functions of the position with or without reasonable accommodation.

Scheduling Requirements

Funeral service operations may require flexibility based on family needs and scheduled services. Employees may be required to work evenings, weekends, or holidays depending on the position's assigned schedule and business needs.

Equal Employment Opportunity

The funeral home provides equal employment opportunities to qualified applicants and employees and prohibits discrimination or harassment based on characteristics protected by applicable federal, state, or local law.

Other Duties

This job description is intended to describe the primary responsibilities of the position and is not an exhaustive list of all duties. Responsibilities may be modified or additional duties assigned based on operational needs.