Funeral Home Customer Support

After.com is the new home for funerals. At After, we are dedicated to shifting the power from funeral homes to families. We believe in providing a better, easier and more affordable level of care than the industry alternative.

In this role, you will play a vital role in setting the tone for families' interactions with After. You will secure cases, dispatch and respond to inbound queries and communication, and handle support tickets in a timely fashion.

Our Care Team interacts with the families we serve more than any other team in the company, so task management and people skills are absolutely essential to providing an exceptional service to families!

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
• Previous experience within the funeral industry is encouraged, but not required

Essential duties and responsibilities

• Answer our "First Call" phone line and assist families by answering questions, conducting pricing calls and relaying messages to Care Specialists promptly.
• Manage Aircall Missed Calls and Voicemails, ensuring they are assigned to relevant Care Specialists and that all notes are saved in email tool and CRM.
• Call leads received from the Form Lead Submissions line to provide families with After marketing materials and pitches.
• Quickly handle support tickets, potentially by phone, chat and email. Carrying out administrative tasks, such as assisting in ordering death certificates, may be necessarily to complete some tickets.
• Adhere to state statutes.
• Follow internal communication procedures, guidelines and policies.
• Provide the highest level of customer support and care to ensure all families needs are met.

This Job Is Ideal for Someone Who Is :

• Dependable more reliable than spontaneous
• Caring able to work with and support multiple grieving families a day
• People-oriented - enjoys interacting with people and working on group projects
• Adaptable / flexible enjoys doing work that requires frequent shifts in direction
• Detail-oriented is very attentive to the details of work and doesn't let things fall through the cracks
• Task-driven / efficient able to juggle many tasks and meet critical deadlines
• High stress tolerance thrives in a high-pressure environment
• Startup experience experience or understanding of high-growth startup company environments a plus

We are excited to welcome a new member to our team at After.com. If you are interested in joining us in our mission to revolutionize the funeral industry, please apply now.