SUPV Interment Office

Service Corporation International•Whittier, CA

3d•$80,000 - $90,000•Onsite

About The Position

Our associates celebrate lives. We celebrate our associates. Supervise and lead the Interment Office in providing a premier level of customer service. Responsible for maintaining customer service standards in accordance with company’s strategic plan, including general supervising standards, staff supervision and development. Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations: Key Responsibilities Business Operations – Provide a high level of customer service to families, vendors, and internal departments while supporting customer satisfaction goals. Identify and address potential service issues proactively and resolve concerns through effective communication and problem-solving. Review and manage interment and disposition documentation to ensure accuracy and compliance with company policies and state and federal regulations. Maintain accurate records and stay informed of updates to cemetery, crematory, mortuary, and public health regulations. Ensure goods, services, pricing, and product displays are accurate and aligned with company standards. Identify opportunities to improve processes that enhance customer experience and internal workflows. Communicate regularly with outside mortuaries, vendors, and internal departments to ensure smooth coordination of cemetery services. Monitor call quality and support team performance to maintain service standards and call response expectations. Participate in rotating Manager on Duty coverage, including weekends and holidays. Leadership – Lead and support team members through clear communication, coaching, and recognition of strong performance. Conduct regular staff meetings and maintain open two-way communication with the team. Provide performance feedback, development guidance, and support employee growth. Compliance & Risk Management – Ensure office operations comply with all company policies and applicable state and federal regulations. Review documentation related to the disposition of remains to ensure accuracy and proper filing. Stay informed on changes in laws and industry regulations and update processes when necessary. Human Resources & Team Development – Maintain appropriate staffing levels and schedules based on workload and team needs. Support recruitment, onboarding, and training of interment office staff. Foster a safe and respectful work environment and address performance issues when necessary. Qualifications – Required: Knowledge of cemetery operations, including interment permits, burial documentation, and escort coordination, to support funeral processions and cemetery services. Strong organizational, communication, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Experience supervising or leading a team preferred. Familiarity with regulatory requirements related to the death care industry is a plus. Key Competencies: The Interment Office Supervisor is expected to demonstrate strong performance in the following areas: Open Communication Relationship Building Personal Leadership Commitment to Quality Business Focus Customer Focus Performance in these competencies is evaluated as part of the annual performance review. Experience and Education: 5+ years of experience in the funeral or cemetery services industry required 5+ years of customer service experience required 2+ years of supervisory or management experience required Cemetery Arrangements Specialist training required Knowledge of cemetery operations, permits, burial documentation, and funeral escorts required Licensed Funeral Director (preferred) Licensed Cemetery Manager (preferred) Bachelor’s degree or equivalent experience (preferred) Demonstrated ability to coach, train, and develop high-performing teams Strong communication and interpersonal skills Ability to proactively and professionally handle customer concerns High level of accountability, initiative, and ownership Valid California driver’s license with a good driving record

Requirements

Knowledge of cemetery operations, including interment permits, burial documentation, and escort coordination, to support funeral processions and cemetery services.
Strong organizational, communication, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
5+ years of experience in the funeral or cemetery services industry required
5+ years of customer service experience required
2+ years of supervisory or management experience required
Cemetery Arrangements Specialist training required
Knowledge of cemetery operations, permits, burial documentation, and funeral escorts required
Valid California driver’s license with a good driving record

Nice To Haves

Experience supervising or leading a team preferred.
Familiarity with regulatory requirements related to the death care industry is a plus.
Licensed Funeral Director (preferred)
Licensed Cemetery Manager (preferred)
Bachelor’s degree or equivalent experience (preferred)
Demonstrated ability to coach, train, and develop high-performing teams
Strong communication and interpersonal skills
Ability to proactively and professionally handle customer concerns
High level of accountability, initiative, and ownership

Responsibilities

Provide a high level of customer service to families, vendors, and internal departments while supporting customer satisfaction goals.
Identify and address potential service issues proactively and resolve concerns through effective communication and problem-solving.
Review and manage interment and disposition documentation to ensure accuracy and compliance with company policies and state and federal regulations.
Maintain accurate records and stay informed of updates to cemetery, crematory, mortuary, and public health regulations.
Ensure goods, services, pricing, and product displays are accurate and aligned with company standards.
Identify opportunities to improve processes that enhance customer experience and internal workflows.
Communicate regularly with outside mortuaries, vendors, and internal departments to ensure smooth coordination of cemetery services.
Monitor call quality and support team performance to maintain service standards and call response expectations.
Participate in rotating Manager on Duty coverage, including weekends and holidays.
Lead and support team members through clear communication, coaching, and recognition of strong performance.
Conduct regular staff meetings and maintain open two-way communication with the team.
Provide performance feedback, development guidance, and support employee growth.
Ensure office operations comply with all company policies and applicable state and federal regulations.
Review documentation related to the disposition of remains to ensure accuracy and proper filing.
Stay informed on changes in laws and industry regulations and update processes when necessary.
Maintain appropriate staffing levels and schedules based on workload and team needs.
Support recruitment, onboarding, and training of interment office staff.
Foster a safe and respectful work environment and address performance issues when necessary.