. Job title Customer Service Satisfaction Specialist 1
SBU job
(other titles: Funeral Director)
2. Reports to SBU in charge, or SBU Chief Marketing Officer
3. Relationship to the customer/external
Acquires customer when there is a need for interment services; the personnel attends to the
loved ones of the deceased, accepts payments, inform the customer of the date of schedules and what he/she needs to deliver for the interment to be facilitated. An excellent service leads
to repeat sales, a bad one does not
4. Overall description
As funeral director, attends to the needs of the customer to give an unequalled customer experience in honoring the love ones memories
4 Qualifications:
1. College graduate
2. Has empathy, cares for others, high EQ
3. Has leadership quality, being a man for others.
passionate (may malasakit)
4. IQ analytical, practices critical thinking, deeply understands the mp business
5. Listens, is obedient and trainable
6. Is honest and high level of integrity (will not be like a DPWH contractor)
Job Responsibility.
Output Tasks Steps Process Keypoints
Complete IS 1. 1. Conducting the interment 1. We are in charge 1. Funeral homes
of the mp; ads, personnel
set up: 1, Tent disappear at MP
chairs, AV E 2, reading of novena 2. Conformance to
3. eulogy from family checklist
Satisfied customer 4 Commitment of the soul to the Lord 3. New music
relatives 5. Dropping of
epitaph to the grave
6. Playing of soulful music
7. Lowering of casket
8. Backfilling 8 Within the day
9. Regrassing 9. Within 7 days
10 Placement of tablets 10. Within 7 days
Filled up
interment checklist 2. Preparing for the 1. Order digging 1. 3 days b4
interment
2. House mp tarps 2. Full payment before
interment
3. Obit 3. Ready 24 hours before
4. Tribute interment
5. Memory board 4. Compliance with inter
6. Memory display ment checklist
5. Sufficient revolving fund
Interment Authorization 3. Reception of the 1. Ask for CO DOAS 1. ARU for lots
interment 2. Request for payment they own
request 3 Request for pics 2. Needed for obit
or tribute
PNL 4. Administrative 1. Send gmail to 3f 1. Interment checklist
Reimbursement of Documents and report 2. PNL
interment
Grass and tablets 3. Within 7 days of
interment
Visit to house
of bereaved 5. Pasiyam visit 1 Visit the household 1. Observe pasiyam
with pansit or other 2. Opportunity for
refreshment awareness: leafletti
ng, sales appt
DoAs and Coo 6. Issuance of ownership 1. We initiate docs 1. Check ledgers
Documents completion of docs 2. Initial by SFC
for cash payments and/or
fully paid accounts 3. Type docs based on
(Task for RCRMA) PPA docs
4. Full complete name
to be typed on blanks
5. Understand content of
DoAs, rights and privileges
for purchase
6. Innovation initiative 1. Make suggestions 1. Minimum 1s/qtr
to improve customer experience
7. Other tasks that might be assigned from time to time
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