Cremation Administrative Specialist

Contact information

• Location 10515 West Markham Street, Suite B1,Little Rock, AR, 72205,United States
• Job Category Customer Service, Funeral Service, Cremation
• Employee Type Full Time

The Cremation Administrative Specialist, is a full-time, non-exempt hourly position, that serves as a primary point of contact for families choosing simple, affordable cremation services. This position is responsible for providing exceptional, compassionate, and professional care to every family while managing the administrative processes necessary to ensure a seamless experience from the initial call through completion of services. This position also requires the ability to effectively respond to phone or other electronic inquiries and convert callers into customers by clearly communicating the value, simplicity, and professionalism of Arkansas Cremation’s services.

• Serve as a compassionate and professional first point of contact for families by telephone, email, online inquiries, and other communication channels.
• Take ownership of each incoming call/inquiry as an opportunity to serve a family, guiding them through the decision-making process without applying inappropriate pressure or using high-pressure sales tactics.
• Provide accurate information regarding service options, pricing, merchandise, transportation, timelines, and other relevant arrangements.
• Handle sensitive conversations involving death, grief, family dynamics, financial concerns, and service decisions with professionalism and compassion.
• Collect and verify decedent information, next-of-kin details, and payment information at time of arrangement.
• Manage high call and case volume with professionalism, manage multiple active families simultaneously without compromising care quality.
• Coordinate with funeral directors, crematory personnel, removal teams, administrative staff, and other team members to ensure continuity of care.
• Complete administrative duties for cases such as entry into appropriate software, eRave, order death certificates, make deposits and maintain deposit log, as necessary.
• Acurately document the outcome of each inquiry and maintain appropriate follow-up activities.
• Immediately report errors, concerns, complaints, or potential compliance issues to management.
• Maintain strict confidentiality regarding family information, decedent information, financial information, and company records.
• Follow all applicable federal, state, and local laws, regulations, and licensing requirements applicable to the position.
• Transport urns containing cremated remains from the North Little Rock and Little Rock crematory, or other designated locations, to the Arkansas Cremation office for family pickup or shipment.
• Coordinate the secure and timely shipment of cremated remains to families and other authorized recipients.
• Confirm the recipient’s name, address, telephone number, and other required shipping information before preparing the shipment.
• Properly package and prepare urns containing cremated remains for shipment in accordance with company procedures and applicable postal, carrier, and regulatory requirements.
• Handle all cremated remains with the highest degree of dignity, respect, care, and confidentiality.
• Immediately report any lost, damaged, delayed, or misdirected shipment to management and take appropriate action to assist the family and resolve the issue.
• Performs other related duties as assigned.

• Strong phone presence and ability to communicate with empathy, patience, and clarity with grieving families.
• Excellent attention to detail - errors in cremation paperwork can have serious legal consequences.
• Comfortable working in a high-case volume environment without sacrificing accuracy or family experience.
• Proficiency in software such as Word, Excel, Outlook, Google Workspace, etc. and ability to quickly learn case management software (e.g., Parting Pro, Passare, or something similar)
• Must possess a valid driver’s license, maintain a satisfactory motor vehicle record (MVR), and have reliable transportation for business-related errands or transport needs.
• Demonstrated commitment to Smith Family…