Memorial Counselor

Memorial Counselors are a vital part of the organization. With specialized knowledge, following California law and Forest Lawn policies, guides families before or at the time of death or illness in the selection of property, packages, services and commodities for their funeral, cremation and/or interment. Other responsibilities include resolving complaints and problems that may occur during the arrangement process. **What You'll Be Doing** * Determine the applicable standards under California law for the disposition of the decedent’s remains. * Analyze and determine families' burial and funeral wishes, recommends products, services and cemetery property best suited to achieve a highly personalized and unique funeral experience. * Advise families regarding the mortuary’s preparation of the decedent and delivery of funeral services. * Determine the person(s) authorized under California control disposition of the decedent’s remains. * Receive proper written authority from the family regarding memorials and control of memorialization. * Authorize use of cemetery property with consultation with records and transfers departments. * Stay informed of new products and services and changes that might affect services offered. * Stay informed of contract procedures and product and service prices. Work in cooperation with appropriate internal departments to obtain support and assistance in meeting customers' needs. * Using specialized knowledge, guide families who are using an outside mortuary with interment at Forest Lawn cemetery properties. * Accurately complete all forms and related paperwork required for the arrangement process, contract agreement, and funeral service. All paperwork is to be completed expediently and submitted in a timely manner. * Maintain a thorough working knowledge of Forest Lawn including history, commodities, services, pricing, policies, and procedures. * Attend annual training and instruction on applicable laws for funeral directors and cemeteries. * Must pass written exam demonstrating knowledge of the laws applicable to memorial counseling. * Expediently and knowledgeably answer inquiries about funeral prices and services via telephone; fax machine, e\-mail, or mail. * Resolve arrangement issues that arise with concern, compassion, and empathy. Always respect the families’ grief, pain, and anger, which may manifest itself during and after arrangements. * Support office staff as needed and other departments as needed in a professional manner. * Always display a professional demeanor, appearance and attitude. * High school diploma or general education degree (GED); and six months related experience and/or training; or equivalent combination of education and experience. * Valid California Driver License. * Must be PC proficient. Have basic knowledge of Excel and Microsoft Office. Ability to type 45 wpm. * Perform the position and all related duties in a safe, legal, and ethical manner. * Maintain regular attendance and punctuality. * Ability to work weekends and holidays. * Maintain confidentiality of all material and data. * Must dress professionally and adhere to the Forest Lawn dress code. **Preferred Qualifications** * Bilingual Spanish * Previous sales experience a plus. * California State Department of Consumer Affairs Cemetery Salesperson License. Forest Lawn has always attracted unique and exceptional individuals; those who aren’t satisfied with simply building a career, but want to go home at the end of the day knowing they’ve made a profound and positive difference in people’s lives.