After.com is the new home for funerals. We help families arrange and pre-plan simple cremations online in minutes with affordable, upfront pricing and absolutely no hidden costs or markups. Ever. We’re far from traditional, but we offer the same services and have the same licenses and credentials as traditional funeral homes. Our internet-first experience saves you time, money and energy for what matters—celebrating the life of your loved one.

In this role, you will be the main point of contact for individuals or families using our services. You will maintain the utmost level of care, dignity and respect as you will be dealing with someone who recently lost a loved one. This role requires incredible attention to detail, task management and meeting critical deadlines, all in a high-pressure, fast-paced environment. This role is extremely important to our customer satisfaction and extremely rewarding for the right person.

We are rapidly growing and expanding our operations into new states to allow us to help even more families during their time of need.

This is a full-time, in-office position.

Qualifications

Strong background in Customer Service (+1 years)
Goal-oriented and driven to succeed
Task-driven and efficient, with strong background in making deadlines
Adaptable and teachable, with a willingness to learn and improve
Excellent communication and interpersonal skills
Ability to build trust with individuals quickly
Ability to speak calmly and in a professional empathetic tone at all times
Strong organizational and time management skills
Ability to de-escalate calls and help people going through grief
Solution-oriented and willing to help improve processes within company frameworks for making change
Enthusiasm for playing a role in helping a company grow (even through growing pains)
Previous experience within the funeral industry is encouraged, but not required
Previous experience in phone support and case management is encouraged, but not required

Essential duties and responsibilities

Work closely with Care Coordinator and Funeral Director to receive permits and authorizations in a timely manner
Answer inbound calls with questions regarding pricing or making arrangements, recommending and offering specific services to families that enhance the end of life experience
Finalize and fulfill final arrangements
Outreach to family members via phone or text to arrange services and provide updates
De-escalate calls and help families in grief
Follow internal communication procedures, guidelines and policies
Ensure all tasks are completed for each case in a timely manner
Provide the highest level of customer support and care to ensure all families needs are met
Ensure all necessary documents are created, sent and signed by the appropriate persons
Learn state laws applicable to the funeral and cremation processes
Typical hours are 9am to 5pm/6pm Monday-Friday, but some occasional weekend and night shifts are required as well

This Job Is Ideal for Someone Who Is:

Dependable - more reliable than spontaneous
Caring - able to work with and support many grieving families a day
People-oriented - enjoys interacting with people and being on the phone
Adaptable/flexible - enjoys doing work that requires frequent shifts in direction
Detail-oriented - pays critical attention to numerous details
Task-driven/efficient - able to juggle many tasks and meet critical deadlines
High stress tolerance - thrives in a high-pressure, fast-paced environment
Startup experience - experience or understanding of high-growth startup company environments a plus

Our office is located on a quiet campus with fantastic amenities, including a gym, delicious food trucks several times a week, access to the Murdock Trail, bike rentals and more.

We are excited to welcome a new Customer Service Representative to our Care Team at After.com. If you are interested in joining us in our mission to revolutionize the funeral industry, please apply now.

After.com

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