POSITION SUMMARY
The City of Fort Lauderdale employees possess a passion for public service demonstrated by a high degree of enthusiasm, self-reliance, and job proficiency. They effectively convey the vision and mission of the organization and provide excellent service and satisfaction to our internal and external customers.
The Family Service Coordinator serves as a direct contact for client families during and after and the internment/burial services.
This is responsible professional work of more than average difficulty assisting families in the preparation of cemetery arrangements through the selection and purchase of cemetery property, merchandise, services and arrangements. An employee in this class is responsible for performing a wide variety of duties relative to planning and coordinating contract administration of internment/burial activities. The employee exercises considerable initiative and independent judgment in the performance of duties. Work is reviewed through observation, conferences with the employee, and by evaluation of feedback of performance and work product.
This job classification will be governed by the Personnel Rules, as it is not represented by a collective bargaining unit. The City offers a wide variety of benefits to employees. In addition to the competitive benefits package and salary, the City participates in the Florida Retirement System (FRS) which offers an investment option and a pension option, and requires a 3% contribution from employees. New hires are automatically enrolled in FRS. NOTE: The duties of this position will include all of those duties set forth in the official job description.
ESSENTIAL JOB FUNCTIONS
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.
- Completes documents required in connection with pre-internment procedures; and providing information to families regarding cemetery policies, procedures, Florida Statutes, available product lines and services, location and costs
- Meets with client families at the time of need or on a pre-arranged basis to ensure that they are presented with all options pertaining to internment, cemetery property and related merchandise, arrangements and services
- Provides “on-call” and weekend duty as scheduled and required.
- Assist families and walk-in customers in the design and sale of memorials, monuments, private estates and benches
- Provides cemetery tours and guides families that visit the cemetery to lot locations
- Complete required documents, ensures proper internment verification process, and conducts blind checks in compliance with all relevant state and industry regulations and in accordance with the City’s policies and procedures
- Adheres to pricing structures, completes all paperwork accurately and timely, and submits payments to the business office within required deadlines.
- Maintains positive and proactive communication with all external customers, team members, City Departments and Federal and State agencies to ensure a smooth service process for the family
- Schedules and conducts aftercare appointments to ensure client family satisfaction.
- Complies with all procedures when dealing with families including handling complaints, completing post-internment service activities and performing other duties necessary to ensure quality service levels.
- Plans, markets, and directs business opportunities with industry representatives to encourage businesses at the cemeteries, and the retention and/or expansion of business.
- Participates in the development of policies and procedures relating to applicable City and State requirements.
- Protects confidentiality of client family information, including names and addresses of client families and other related information in compliance with The Freedom of Information and Protection of Privacy Act (FIPPA)
- Attends services and visitations for client families to foster relationships, ensures excellent service and develops potential referrals.
- Makes presentations at the business location, client family homes and at public community events highlighting property, merchandise, services on an at-need basis and the benefits of pre-arranging property
- Generates reports pertaining to internment activities, burial trends and space availability of each cemetery location
- Conducts research and stays abreast of industry trends.
- Performs related work as required
JOB REQUIREMENTS & WORK ENVIRONMENT
Bachelor’s Degree in Business or Public Administration, or related field.At least three (3) years of professional experience in cemetery or funeral home operations, contract administration, sales management or related field. Additional qualifying experience may substitute on a year-for-year basis for the required education.
SPECIAL REQUIREMENTS: Non-Essential Employees will not be required to work during a declared emergency but may be required to work in some capacity after the declared emergency. The employee’s Department Head will determine when the employee will be required to work.
PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS: The position is generally sedentary. Employees sit most of the time but may walk or stand for brief periods of time.
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.
HOW TO APPLY/ VETERAN INFORMATION
Depending on the number of applicants and the quality of their education and experience, the examination may consist of one or more of the following tests: Evaluation of Training and Experience, Oral Interview, Written Examination, or other assessment method. Applicants must attain a minimum score of 70 in each part of the examination in order to qualify. All successful applicants may be required to take a medical examination and/or pass a drug screening prior to appointment.
An eligible veteran who enters an open-competitive examination shall receive preference points added to the total passing score earned in the examination as provided for in the Florida Statutes. To obtain veteran's preference, candidates MUST submit a copy of separation papers and the City of Fort Lauderdale's veteran's preference claim form ( J204 ) at time of application.
The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance.
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