Service Delivery Director Jobs in Puerto Rico (NOW HIRING)

Our associates celebrate lives. We celebrate our associates.

JOB RESPONSIBILITIES 

Arrangements Conference

• Receives or initiates a call to the deceased's next of kin.  Exhibiting concern and empathy, obtains or confirms deceased and family contact information, briefly discusses needs (including languages), schedules an Arrangement appointment, and emails appointment confirmation.
• May perform removals or transfers adhering to company standards and processes.  Respectfully cares for the deceased.  Updates removal status in proprietary software.
• Greets next of kin and escorts them to the meeting space.  Initiates and facilitates Arrangements Conference while assessing needs and summarizing desired outcomes.  Discusses available life insurance and available benefits, such as Veteran benefits.  Promotes funeral, cemetery, and crematory services and merchandise such as catering, flowers, music, and Ever Lasting Memory products.
• Transitions Arrangement Conference to Funeral Services Counselor/Advisor to present cemetery property and merchandise options, pricing, and contract completion.  In the absence of an FSA/FSC, may perform FSA/FSC responsibilities.
• Responsible for reviewing and authorizing merchandise and service contract revisions.

Directing Services

• Confirms authorization to proceed with service Arrangements.  Presides as Master of Ceremonies (MC) for visitation, funeral, or graveside services in a professional, organized, and caring manner consistent with Company standards.  Shall be present for the graveside services included in the purchase agreement.  Shall be present when the casket containing a human body is placed in a grave, crypt, or burial vault, and verify that any personal belongings are removed from the deceased before burial per the Arrangements.
• Visually inspects deceased, adjusts casket dressing, deceased attire, or makeup, or communicates concerns to preparation staff.  Visually inspects Services Arrangements (visitation, funeral, or graveside) against contractual arrangements and the next of kin expectations; initiates corrective action as appropriate; may provide instruction or guidance to services team members.
• Interacts with the family to fulfill the death care requests.  While interacting with family and guests, obtains leads for pre-need services.

Event Planning

• Perform a variety of event planning responsibilities, including but not limited to resource planning and ordering of music, flowers, or catering to fulfill Arrangement requests.   Produces MeM products that may include scanning photos, ordering of memorabilia or stationery, creating electronic presentations, writing obituaries, and creating online memorials.  Before the event, prepare the event room, including but not limited to setting up chairs, tables, flowers, guest books, and appropriate décor.  Post-event cleans chairs, tables, floors, and properly stores items, identifies property in need of repair, and courier/delivers family memorabilia to the home.
• May perform a variety of attendant duties, including but not limited to parking lot attendant, driver, usher, pallbearer, or courier.
• May attend community or charity events to represent and promote the location or market.

General

• Works under general guidance.  New associates are learning to apply licensure to the business environment, complying with regulations, policies, and procedures; work may be peer reviewed for accuracy, quality, and education; collaborates with peers or manager for assistance and guidance.  Exhibits accountability for behaviors.  Ensures compliance with local, state, and federal regulations.
• Takes the initiative to discuss assignments, expectations, priorities, and deadlines as well as seek guidance and coaching from the manager. Notifies the manager when the workload is light and volunteers for additional work. Adjusts effectively to work within new work structures, processes, requirements, or cultures.   Additional responsibilities as requested or assigned.

Minimum requirements

Education & Licenses

• Graduated from an accredited school or college of mortuary science
• Current Funeral Director license within the practicing state
• Valid state driver’s license with an acceptable driving record required to operate company-owned vehicles

Experience

• Industry experience is preferred

Knowledge, Skills & Abilities

• Cognitive Ability, including reason, plan, identify problems, learn quickly, learn from experience, and appropriately apply learning to new situations.
• Process and results-oriented, motivated to keep projects moving ahead by removing obstacles and exploring alternatives
• Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and be highly self-motivated
• Ability to build professional and trusting business relations
• Professional written and verbal communication skills
• Public speaking skills with the ability to influence and gain consensus
• Proficient in using databases in automated processes
• Proficient in MS Office skills

Work conditions

• Environment - Work is both indoors and outdoors during all seasons and weather
• Attire - professional business attire required when in contact with families
• Postures – Frequent continuous period of time sitting or standing up to 6 hours per day; frequently climbing stairs to access buildings
• Physical Demands – Physical effort requiring manual dexterity is required, including paperwork, calculators, computers, and phone usage
• Ability to push and pull up to 150 pounds on flat and inclined flooring or ramps
• Hours: Flexibility of availability may be necessary as services may occur outside of normal business hours, and working nights and weekends is frequently necessary

We are proud to be North America's leading provider of funeral, cremation and cemetery services.

Our nearly 25,000 associates are driven by our guiding purpose to compassionately support families during their most difficult times, celebrate the significance of life and preserve memories that transcend generations.

We’ve created a culture of Service Excellence to our families and to each other. It’s the reason more than 600,000 families turn to us each year to care for their loved ones.