Customer support specialist Jobs in Philadelphia, PA

Business Support Compliance Specialist

At Everstory Partners, our mission is to create supportive spaces where individuals and families can find solace, meaning, and hope in the midst of loss. At the heart of our mission is a deep understanding of the profound and complex nature of grief. Every person's journey through loss is unique, and we are committed to providing compassionate and personalized support.

We also believe that grief is not a problem to be solved or a burden to manage alone, but rather a natural and beautiful part of the human experience. Backed by our national strength and our local partners' role is to be a steady presence, a source of comfort and guidance, and a partner in celebrating the life and legacy of the person who has passed.

The Business Support Compliance Specialist is responsible for providing support for assigned locations with temporary vacant Administrator roles, conducting servicing record audits and leading training and project-related initiatives at regional locations. This position is located in the Eastern Pennsylvania/New Jersey area, within driving distance of locations in this area. They will ensure that all administrative tasks are completed accurately and in the correct period (weekly, monthly, quarterly, and/or annually). This position will report to the Director, Administration Support Team. This role requires an individual who believes in our mission and who takes pride in the administrative work that enables our team to serve and support families on their grief and healing journey. Accuracy and attention to detail are key traits in this individual who will work between functional teams at the Support Center and the field.

Responsibilities:

• Conduct on-site location servicing record audits and permanent record file reviews when servicing opportunities are identified by the Support Center.
• Daily processing of Interment Orders and Authorizations, including scheduling, creating burial diaries, servicing, etc. in PlotBox and following the company standards and policies.
• Accounts Receivable and Banking duties Collection of past and present balance amounts due for any delinquent customer contracts. Follows AR procedures and payment processing guidelines.
• File / Log maintenance Update customer files including all new sales and burials. Scanning all documentation as required. Maintain records of all memos, e-mails, corporate policies, and programs implemented.
• Accounts Payable Ensure all bills are paid promptly. Process all purchases and invoices through the payment system and follow AP procedures as required by the Procurement Policy.
• Deeds and Certificates Provide deeds and certificates to Manager each week for printing and delivery. Log and process according to the location and state guidelines. Trust Certificates: Check for accuracy, compare to contracts, sign and place in custom file and return to the Home Office Trust Department.
• Memorial Orders Responsible for the Memorial Order Process, including adding to and managing the Memorial Module and servicing.
• Work Orders and any First Call Burials for Park Services Managed work orders for Park Services.
• Flowers Manage flower program for locations, as applicable, depending on what remote access will allow.
• Reports - As required for the location assignment and may include Trusting, State Requirements, and month end processing (depending on what remote access will allow).
• Inventory Update build sheets, error correction and PlotBox updates.
• Projects - Variable, depending on projects assigned by the Director, Administration Support Team or VP, Administration or those that may be in management at the location.
• Ensure compliance with internal standards and state regulations. Act as a liaison with location staff to validate documentation, resolve discrepancies, and support accurate servicing record maintenance.
• Resolve missed servicing of delivered merchandise and services in PlotBox following completion of on-site audit work.
• Support local inventory reduction efforts as directed by leadership.
• Prepare audit summary reporting to the Manager, Quality, Training & Performance and leadership.
• Execute training initiatives as assigned.

Core Competencies:

• Compassion - Genuinely cares about people; is concerned about their work and non-work problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains of others.
• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Ethics and Values - Adheres to appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Role Competencies:

• Functional/Technical Skills Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
• Informing Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit and/or organization; provides individuals information so they can make accurate decisions; is timely with information.
• Organizing Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
• Process Management Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.
• Time Management Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

Requirements:

• High school diploma or equivalent.
• 5+ years of experience in an Administrator or Compliance role.
• Proficient in Microsoft applications, like Outlook, Excel and Word.
• Strong attention to detail with the ability to produce accurate and high-quality work.
• Sound analytical and problem-solving skills.
• Ability to organize and prioritize multiple tasks.
• Demonstrated ability to meet deadlines.
• Strong oral, written, and interpersonal communication skills with an ability to work across all levels in the organization.
• Ability to maintain a high level of discretion and confidentiality when handling sensitive information.
• Must possess a valid driver's license and access to a personal vehicle.

Work Environment:

• Work onsite at cemetery and funeral home locations in the Eastern Pennsylvania/New Jersey area, M-F required.
• Travel up to 75% of time within a two-hour radius of locations in the Eastern Pennsylvania/New Jersey area.
• This position operates in a professional office environment which may be noisy or disruptive at times.
• The role routinely uses standard office equipment such as computers, phones, photocopiers and fax machines.

Our Investment in You:

• Medical, Dental, Vision, Life, AD&D and STD Insurance
• Tuition Reimbursement
• Anniversary Award for each year of service
• Career Advancement and Training - like our Aspiring Managers Program
• Everstory Cares - Employee Assistance Fund
• Legend Award Program
• Funeral and Cemetery Benefits
• Employee Referral Bonus
• 401k with Company Match

Everstory Partners is an Equal Opportunity Employer and is committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, military or veteran status, gender identity or expression, or any other basis protected by local, state, or federal law.

The pay range for this role is based on a wide range of factors that are considered in making compensation decisions regardless of race, gender, age, religion, or any other protected characteristic. They include skill set, experience and training, licensure and certification, and other business and organizational needs. This range estimate has been adjusted for the applicable geographic differential associated with the location at which the position may be filled. Compensation decisions are dependent on the circumstances of each hire.