Lead Funeral Home Dispatcher

What You Will Do: The Lead Dispatcher's primary responsibility is to lead the team of individuals responsible for initiating and scheduling the transfer of a decedent safely and properly from the place of death to the Decedent Care Center and from the Decedent Care Center to the place of memorial/service as appropriate. This position is considered a non-exempt position and has supervisory responsibilities outlined in this profile. While this position is responsible for leading others, the role also has responsibility for performing the duties of a dispatcher as well. Understands and adheres to Company standard operating procedures and guidelines as outlined. Assists peers, and other Dispatchers to ensure all open tasks are completed in a timely manner Participates in weekly updates with supervisor to share and exchange resources and to ensure goals are being met Learns to operate new office technologies as they are developed and implemented Manages deliverables; organizes and coordinates workflow, manage multiple tasks, deadlines, and projects Maintain customer service standards as implemented for appropriate brand/s Holds oneself accountable for completing all company assigned learning assignments, including compliance management (i.e., OSHA, Workplace Harassment Prevention) Follows safety protocols and procedures are adhered to, ensuring they contribute to enabling a safe work environment Partners with peers to ensure administrative components are completed accurately & timely Participates in assigned staff meetings May ensure Fleet is always ready and is responsible for maintaining the overall cleanliness and operational readiness including, proper fueling and stocking of supplies Supports staffing to meet business needs and onboarding and training of all New Hires Oversees the assigned Dispatch team providing direct supervision, coaching and ongoing support Supervisory duties include but are not limited to scheduling, time approval, performance coaching/feedback and general support to ensure the team's success Responsible for allocating workload across the team while also performing Quality Control duties and providing ongoing coaching and feedback to the team regarding accuracy, feedback and attention to detail Identifies techniques to improve time to respond, customer satisfaction and conflict resolution as needed and ensuring we make every call every time Assists with special projects and other duties as determined by the head of the department Identifies & implements process improvement opportunities Supports the Dispatch team in handling escalated / high-touch care calls Meets regularly with the team to support growth and review opportunities for improvement Uses phone etiquette as outlined by the company Interacts with customers and/or family member of the decedent, handling inquiries and directing them according to specific needs (i.e., upon arrival and departure for transfer of decedent) Ensures proper paperwork is completed timely and in accordance with relevant laws and regulations Holds oneself accountable for utilizing systems/technology provided by the company Initial and subsequent transfers of decedents to and from the Decedent Care Center and other locations as needed. Adheres to all regulations and procedures with the transfer of the decedent (i.e., Tag and process decedent properly including logging of personal effects) What We Require: 2 years of dispatching experience is required, with experience in decedent care preferred 2 years or team lead or supervisory experience preferred Must be at least 21 years of age High School Diploma or GED equivalent Valid state issued driver's license in good standing and acceptable driving record Works on-call, in rotation as assigned, and must be available to work nights and weekends and holidays as needed (i.e., phone, face to face, at the hospital, hospice, residence) Ability to follow instructions, whether it be in person or by phone Ability to use an address to fin…

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