Customer Service Representative

THE KENSICO CEMETERY

CUSTOMER SERVICE REPRESENTATIVE

JOB DESCRIPTION

October 2026



BACKGROUND 
Serving Westchester County and the greater metropolitan New York area, The Kensico Cemetery spans more than 470 acres of historic grounds.  Recognized as one of the most beautiful cemeteries in the Northeastern United States and as a Certified Level II Arboretum, Kensico provides a dignified and peaceful setting dedicated to honoring life, preserving memory and serving families of all faiths and traditions.  For more than 135 years, Kensico and its dedicated employees have remained committed to excellence in service and care.



DESCRIPTION 
The Customer Service Representative has an important, highly visible role as a front-line team member who interacts with cemetery lot owners, new customers, industry partners and members of the community. This person provides important information, answers inquiries with accuracy and efficiency, performs critical documentation duties and acts as a liaison between organizational departments.  This position reports directly to the Customer Service Supervisor. 



DUTIES AND RESPONSIBILITIES 

• Deliver a consistently high standard of compassionate, professional customer service support to lot owners, prospective lot owners, funeral homes, memorial dealer partners and members of the community. 
• Serve as primary point of contact for cemetery services, responding to inquiries accurately, courteously and in a timely manner. 
• Perform daily front office operations including processing grave opening orders, checking in burials, providing directions, and addressing annual care and foundation inquiries. 
• Review, process, and manage foundation applications in accordance with cemetery policies and procedures.
• Accurately scan, file and maintain required documentation in both digital and physical record keeping systems. 
• Provide phone and email support, including drafting professional correspondence, letters and responses as needed.
• Process customer payments, including checks and credit card transactions, ensuring accuracy and compliance with internal controls. 
• Prepare, proofread, scan and distribute official cemetery documents, including deeds, affidavits, grave designation, renunciations and other formal materials. 
• Coordinate and liaise with internal Grounds, Sales and Accounting departments to ensure seamless service delivery and resolution of customer needs.

 

• Maintain accurate, organized and up to date records to support operational efficiency and regulatory compliance.
• Learn and effectively utilize cemetery management software to perform essential job functions.
• Perform additional clerical and administrative duties as assigned. 

      
REQUIREMENTS 
Skills: 

• Ability to build effective relationships, be compassionate, courteous, empathetic and patient with others, including lot owners, visitors, vendors and co-workers 
• Commitment to customer care and upholding a high quality of standards
• Excellent interpersonal, verbal, and written communication skills  
• Attention to detail, efficient, organized, and able to manage time well; punctual 
• Ability to function and excel in a high-volume, fast-paced environment
• Proficient in using computers and Microsoft Office (Word, Excel, Outlook)
• Cooperative, team player and very flexible, able to quickly adapt to unexpected situations and/or changes in business needs

Education and Qualification:

• Minimum of 5 years of customer-facing experience.
• High School or equivalent. 

Physical:

• Employees are occasionally required to walk and stand and lift and move records and documents weighing 15 pounds or less. 
• The accounting office is on the 2nd floor and employees are frequently required to ascend and descend stairs. 

COMPENSTATION

• Company funded, comprehensive benefits package, including 100% employer-paid family medical and dental insurance, defined benefit pension plan, 401(k) program with employer match of three percent of your annual salary with or without employee contribution, supplemental short and long-term disability coverage, life insurance and comprehensive post-retirement benefits.

SCHEDULE 

• In person office 5 (five) days a week.  The work week will include either a Saturday or Sunday and 4 (four) days between Monday and Friday.  Expected to work every other weekend on Saturday and Sunday. 
• Weekdays 9: 00am –5: 00pm with 1-hour unpaid lunch, Saturdays and Sundays 9: 00am –4: 00pm with 1-hour unpaid lunch