Ensure that all individual and team points-of-contact with peers, customers, and coworkers are conducted positively and with a high level of professionalism + Ensure that all funeral arrangements are done in a positive, professional, organized, and caring manner and in keeping with Company and Department Policies & Procedures + Comply with state and federal laws, and with established company rules and regulations by ensuring that documentation to support the disposition of remains are complete and accurate + Analyze customer service, productivity, and sales performance to identify opportunities for continuous individual and team recognition and enhancement + Ensure a high level of job performance from each employee by clearly communicating job performance expectations, meeting with employees regularly to insure they are on target, and providing constructive feedback and positive recognition + Resolve customer dissatisfaction issues by active listening, troubleshooting, and taking the necessary action + Meet regularly and maintain high levels of open communication with cross functional supervisors and managers to insure smooth delivery of products and services + Ensure arrangements area, product displays, showrooms, and offices are continuously maintained and presentable + Maintain a fair and balanced staffing schedule that meets customer demands while considering employee’s needs for PTO + Stay updated with environmental (e.g. legal, competitive, economic, & social) changes affecting Rose Hills and the death care industry + Ensure that the work environment is safe, and that staff are trained in appropriate work site safety.