SENIOR CUSTOMER SERVICES REP (CEN TX STATE VET CEMETERY)

general purpose

Senior Customer Service Representative is responsible for leading graveside services and performing daily office duties.

SUPERVISION EXERCISED

Employees have no direct supervisory responsibilities to other employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answers office phone in a professional and polite manner.

Works with funeral directors and family members to schedule services.

Able to conduct grave side services with grieving family members, funeral directors, and military personnel.

Counsels Veterans and family members on benefits of the cemetery program and assist with the pre-need process.

Follow all National Cemetery Administrations guidelines of protecting the privacy of our veterans and their families.

Creates and maintains inventories of NOK (next of kin) packets, pre-registration kits, and helps with maintaining adequate office supplies.

Conducts a variety of office duties as needed.

Performs other duties as assigned.

Required minimum qualifications

Education and Experience:

• Graduation from high school or equivalent; and
• Two (2) or more years of related experience or,
• Any equivalent combination of education and experience.
• A Veteran of any branch of the military service preferred, but not required.

Knowledge, Skills and Abilities:

• Knowledge of Department of Veterans Affairs benefit programs.
• Some knowledge of the NCA (National Cemetery Administration) policies and procedures.
• Ability to respond tactfully and appropriately on the phone or in person to stress related behaviors of our customers.
• Ability to communicate appropriately with customers, employees, and supervisors.
• Ability to be flexible in work environment.
• Must be able to complete reports on a timely basis.
• Have basic computer skills in excel, word and other applications.
• Maintains regular and punctual attendance.

Special REQUIREMENTS

• Must have a valid Texas driver's license within sixty (60) days of hire.
• Must have a valid driver's license by date of hire.

Tools and equipment used

Personal computer, including spreadsheet and word processing software; Microsoft Office, central financial computer system, telephone, 10-key calculator, typewriter, copy machine, signature machine, fax machine, scanner and motor vehicle, and basic cemetery equipment such as golf carts, pickup trucks, and other outside equipment as needed.

physical demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to walk, sit, talk, and hear. The employee is occasionally required to use hands to finger, handle, feel or operate objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus.

work environment

The work environment characteristics described here 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.

While performing the duties of this job, the employee occasionally works in outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions, toxic or caustic chemicals.

The noise level in the work environment is usually quiet while in the office, or moderately loud when in the field.