Funeral Receptionist

Funeral Home Receptionist

Department:
Support Staff

Reports To:

COO

Schedule:

Full-Time
Work Environment:
Funeral Home / Family Service Setting

The Funeral Home Receptionist serves as the first point of contact for families, visitors, clergy, vendors, and other guests entering or contacting the funeral home. This position requires exceptional professionalism, compassion, discretion, and attention to detail.

The Receptionist is responsible for managing incoming calls, greeting and directing visitors, supporting funeral directors and administrative staff, maintaining an organized front office, and ensuring families and guests receive respectful and professional service at all times.

Because funeral service is a sensitive and time-critical environment, the ideal candidate must remain calm under pressure, communicate effectively, protect confidential information, and handle multiple priorities with accuracy.

• Greet families, visitors, clergy, vendors, and guests in a warm, professional, and respectful manner.
• Answer incoming telephone calls promptly and professionally.
• Determine the nature of calls and route them to the appropriate funeral director, manager, or department.
• Take complete and accurate messages when staff members are unavailable.
• Provide approved general information regarding funeral home services, locations, hours, and directions.
• Notify appropriate staff when families, clergy, vendors, or other scheduled visitors arrive.
• Maintain a calm, welcoming, and professional atmosphere in the reception and lobby areas.
• Assist elderly or disabled guests when reasonable assistance is needed.
• Maintain appropriate boundaries and avoid discussing confidential family or employee matters in public areas.

• Review the daily funeral, visitation, and service schedule to remain aware of activities taking place throughout the facility.
• Direct families and guests to the appropriate chapel, visitation room, arrangement area, or other location.
• Assist with maintaining guest registers, service materials, memorial items, and other front-office materials as directed.
• Communicate changes, special requests, or concerns from families to the appropriate funeral director or manager.
• Coordinate with funeral directors and other staff to ensure the front office is prepared for scheduled services and visitations.
• Assist with receiving floral deliveries and other items intended for funeral services and ensure they are directed to the proper location.

• Answer calls using the funeral home's approved greeting and telephone procedures.
• Handle sensitive calls with compassion and professionalism.
• Obtain accurate caller information, including name, telephone number, reason for calling, and the individual or family they are attempting to reach.
• Immediately elevate urgent family concerns, first-call notifications, complaints, or other sensitive matters according to company procedures.
• Never provide confidential information regarding deceased individuals, families, employees, or funeral arrangements without authorization.
• Maintain professional communication when interacting with hospitals, nursing facilities, cemeteries, clergy, vendors, insurance representatives, and other organizations.

• Perform general clerical duties including filing, scanning, copying, printing, emailing, and document organization.
• Enter information into company systems accurately as assigned.
• Assist with preparing correspondence, forms, service materials, and other documents.
• Receive, sort, and distribute incoming mail, packages, and deliveries.
• Maintain organized front-office files and supplies.
• Assist funeral directors and management with administrative projects as assigned.
• Maintain accurate records and follow established procedures for handling documents containing confidential information.
• Notify management when office supplies need to be reordered.

• Keep the reception desk, lobby, waiting areas, and other assigned public-facing areas neat and presentable.
• Ensure brochures, business cards, service information, and other approved materials are properly stocked and displayed.
• Immediately notify management of maintenance, cleanliness, safety, or appearance concerns in public areas.
• Monitor visitor traffic and promptly report suspicious activity or security concerns.
• Ensure confidential documents and computer screens are not visible or accessible to unauthorized individuals.

The Receptionist may have access to highly sensitive personal and family information. The employee must maintain strict confidentiality regarding:

• Deceased individuals and their families
• Funeral arrangements and service details
• Financial and payment information
• Employee information
• Medical or personal information
• Internal business matters

Confidential information may not be discussed with unauthorized employees,…