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Call Center Service Agent in San Mateo, CA at NorthStar Memorial Group

Date Posted: 2/5/2019

Job Snapshot

Job Description

At NorthStar Memorial Group, we choose collaboration over bureaucracy.  Here, everyone has a chance to lead.  We encourage & empower our people at every level to speak up, be heard, and watch their ideas become realities.  Degreed & non-degreed professionals, labor workers, industry experts – people from all career and experiential backgrounds have the opportunity to find a home here.

Sound too good to be true? Check us out on Glassdoor to see why our employees have voted NSMG one of the best companies to work for 6 years in a row! Click here to view us on Glassdoor

We are seeking a Call Center Service Agent for Skylawn Memorial Park in San Mateo, CA.  This position is responsible for providing general assistance to guests, and effectively listening to determine how to best help the customer. 

  • Operates a telephone system handling a large call volume utilizing the ''NorthStar Promise Script'
  • Assists customers with general information, requests, and concerns
  • Promptly answers all incoming calls, determines which calls to handle personally and which to route to another associate
  • Identifies and properly navigates incoming phone calls to the correct department or person
  • Takes ownership of ‘First Calls’, ‘Pre-Need Calls’ and calls from individuals looking for pricing
  • Listens actively and determines how to gain a caller’s trust
  • Sets appointments and determines appropriate follow-up when appointments are not set
  • Takes detailed messages and delivers them quickly to appropriate party through email, instant messaging, and phone calls
  • Proficient in handling multiple calls and requests while simultaneously working
  • Behaves professionally and sympathetically to the unique perspective of our clientele
  • Demonstrates empathy while calmly and effectively assisting callers
  • De-escalates calls from upset or irate customers to resolve problems
  • Utilizes standard company specific software to meet location business requirements
  • Monitors personal effectiveness and adjusts as necessary with high call volume
  • Completes assigned tasks in a competent and timely manner
  • Prepares letters, reports and official records
  • Completes office duties such as filing, phone duty, and use online reference materials
  • Successfully works in a team environment as well as working independently
Requirements and Qualifications
  • 1+ years of experience in a call center environment
  • High School Diploma or equivalent