Responsibilities:
● Handle calls and inquiries from families encountering loss. Efficiently present our services and capture necessary information to make services’ arrangements
● Understand customers’ preferences and persuade them to select the most suitable services that meet their needs
● Flawlessly coordinate the field teams and 3rd party vendors to deliver outstanding quality services that meet our company’s high standards
● Meticulously follow the company’s process while thinking about how to constantly improve it and propose optimizations
● Problem-solve issues on the fly or quickly escalate to management when appropriate to ensure 100% customer satisfaction
● Use SOKNA’s internal platform to track and document the services we execute and capture learnings we can use to enhance operations
● Consistently communicate and follow up with customers and family members throughout the day of their loss and beyond