Description

Under the direction of the Cemetery Manager, this position is responsible for providing administrative, secretarial, and customer service support  for the daily operations of the Cemetery Division. This position will serve as a primary point of contact for the Division, providing exemplary customer service to the public, funeral homes, contractors and internal departments. Duties include, but are not limited to, coordinating office operations, maintaining cemetery records, processing interment and burial documentation, assisting with financial and administrative transactions, scheduling services, preparing reports and correspondence, and supporting the overall operational needs of the Cemetery Division. 

Examples of Duties

The following duties are typical for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to demonstrate competence and satisfactory performance of these duties. Other duties may be required and assigned.

1. Serves as the primary point of contact for the Cemetery Division by providing professional, courteous, and responsive customer service to the public, funeral homes, contractors, vendors, and internal departments. 
2. Maintains current knowledge of and ensures compliance with applicable federal, state, and local laws, regulations, licensing requirements, industry standards, and City policies governing cemetery operations, interments, disinterment’s, records management, and public health requirements through ongoing education, research, and professional development.
3. Responds to inquiries regarding cemetery services, policies, procedures, fees, lot ownership, and burial records.
4. Provides comprehensive administrative and secretarial support to the Cemetery Manager and Cemetery Division staff, including managing calendars, scheduling appointments and meetings, coordinating travel arrangements, preparing correspondence, and maintaining departmental records.
5. Coordinates Cemetery Advisory Board meetings by coordinating and assembling agenda items, preparing meeting packets and presentation materials, ensuring compliance with applicable deadlines and posting requirements, facilitating meeting logistics, and preparing official meeting minutes and records.
6. Coordinates and schedules interments, disinterment’s, memorial installations, and related cemetery services by working closely with funeral homes, families, monument companies, contractors, and cemetery operations staff to ensure accurate and timely service delivery.
7. Processes, prepares, and maintains cemetery documents, including deeds, burial permits, interment authorizations, contracts, work orders, invoices, receipts, and other official records, ensuring accuracy and compliance with applicable federal, state, local, and City regulations, policies, and procedures.
8. Maintains accurate electronic and physical cemetery records, maps, databases, and files related to lot ownership, interments, disinterment’s, and other cemetery operations while ensuring confidentiality and proper records retention.
9. Researches, compiles, analyzes, and evaluates information to prepare reports, correspondence, operational summaries, statistical data, and other documents to support division operations and management decision-making.
10. Receives, reviews, and processes invoices, payments, purchase requests, and other financial transactions; prepares deposits; assists with budget tracking, expenditure monitoring, and financial reporting in accordance with City policies and procedures.
11. Assists customers and guests with funeral and burial arrangements by providing compassionate service, explaining available options, coordinating administrative requirements, and ensuring all necessary documentation is complete.
12. Receives and screens office visitors, telephone calls, emails, and other communications; resolves routine issues independently and directs inquiries to the appropriate personnel when necessary.
13. Maintains departmental office operations by ordering and managing office supplies, monitoring inventories, organizing files, and tracking projects and assignments to ensure timely completion.
14. Serves as a Notary Public for documents related to cemetery operations and other City business as authorized.
15. Maintains and updates cemetery management software to ensure accurate records of lot ownership, interments, memorials, and customer information.
16. Performs other related duties as assigned.

1. Ability to establish and maintain effective working relationships with coworkers, City departments, elected officials, funeral directors, contractors, vendors, and members of the public.
2. Ability to remain composed, patient, empathetic, and professional while assisting individuals experiencing grief or emotional distress.
3. Ability to analyze situations, identify solutions, and make appropriate decisions within established policies and procedures.
4. Ability to maintain regular and reliable attendance.
5. Ability to work independently with minimal supervision while effectively managing daily responsibilities, competing priorities, and changing deadlines.
6. Skill in verbal and written communication, including the ability to explain policies, procedures, and technical information clearly, tactfully, and professionally.
7. Ability to exercise sound judgment, discretion, diplomacy, and maintain strict confidentiality when handling sensitive or confidential information.
8. Knowledge of customer service principles and practices, with the ability to interact professionally, compassionately, and effectively with the public during emotionally sensitive situations.
9. Knowledge of purchasing, budgeting, accounts payable, and general financial recordkeeping procedures.
10. Knowledge of standard office software, database management systems, and the ability to learn and effectively utilize specialized cemetery management software.
11. Knowledge of modern office administration, records management, and document retention practices.
12. Knowledge of applicable federal, state, and local laws, regulations, and City policies governing cemetery operations, records management, and related administrative functions.
13. Skill in organizing, prioritizing, and maintaining accurate records while managing multiple assignments with attention to detail and accuracy. 
14. Consistent and timely attendance.

Typical Qualifications

MINIMUM REQUIRED QUALIFICATIONS

• Must have a high school diploma or equivalent
• Must have a valid driver’s license with driving record sufficient for coverage by City’s auto liability carrier.
• Must be proficient with Microsoft Office, Word, Excel, Access, Publisher, Adobe Photo Shop, PowerPoint, and other internet applications.
• Previous Customer Service experience.

• Prior experience in a cemetery setting.

Physical & Work Environment

The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law.  Employees needing reasonable accommodation should discuss the request with the employee’s supervisor or Employee Services.   

• Long periods of sitting while operating a computer terminal including mouse and keyboard.
• Intermittent periods of standing and walking.
• Ability to bend, climb, reach overhead and below should level while performing job duties.
• Ability to step up or down to enter or exit City properties.
• Constant talking, hearing, concentrating, judgment and writing ability.
• Exertion of up to 25 lbs of force.