Visitor Services Representative and Park Dispatcher

Our associates celebrate lives. We celebrate our associates.

Answer incoming associate calls requesting a variety of park, safety, and security issues; assess needs and promptly dispatch appropriate resource(s). Addresses emails and routine concerns by formally requesting services. Contribute to a high performing agile team by providing a high level of professional service.

Essential Job Functions: Must be able to perform the essential functions of the job with or without reasonable accommodations.

RESPONSIBILITIES

• Hospitality
• ·         Monitors incoming and outgoing traffic at gate 1 to ensure all funeral processions are enter without delays. Coordinates traffic routes with Visitor Services, Funeral Directors and Motor Escorts based on incoming and outgoing traffic at Gate 1
• ·         Professionally and with sensitivity greets visitors entering Park property.  Listens to guests questions in order to provide accurate information.  References daily schedule, to provide service information and directions to buildings via brochures, QR codes, or GPS coordinates.  Reference land map to locating gravesites or mausoleums.
• ·         As reported by guests, enter gravesite repairs in database.
• ·         Reads / Respond to Visitor Services emails.  Assess request (such as lot blocks, vase installs, or grave repairs) and enters request in the appropriate system.
• ·         Professionally and promptly, answer incoming calls.  Listens to caller’s needs, providing information or routing call to the applicable department.
• ·         Restock information materials; order materials to maintain an adequate supply.
• Dispatch
• ·         Monitor and Dispatch calls for services via a two-way radio for safety and emergency requests; ask questions to obtain pertinent information.
• ·         Monitor CCTV cameras for security or safety incidents utilizing investigation and tracking tools when criminal activity is on campus.
• ·         Instructs incoming emergency authorities to the appropriate areas where the emergency is occurring
• ·         Assess situation to dispatch the appropriate internal resources, contact 911 emergency services, or initiates emergency text to management or associates.
• ·         Log request and incidents according to procedures.  Follow-up with respondent on actions taken; update log and close request.
• ·         Maintains dispatch equipment in working order requesting maintenance or repair when needed.
• Expectations
• ·         Self manages workload to deliver quality work on time.  Completes complex work applying experience and knowledge of procedures, regulations, and policies; escalates unique issues for guidance.  Consistently applies procedures, regulations, and policies producing compliant and efficient results.  Exhibits accountability for work and behaviors.
• ·         Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager.  Notifies manager when workload is light and volunteers for additional work. Adjusts quickly to work within new work structures, processes, requirements, or cultures.   Ensures compliance with local, state, and federal regulations.
• ·         Drafts SOPs and Job Aids with an appropriate level of detail for user needs.
• ·         This is not intended to be an all-inclusive list of the essential functions or duties related to this job.
• MINIMUM Requirements
• Education
• ·         High School Diploma or GED
• Licenses
• ·         Valid state driver’s license with an acceptable driving record
• Experience
• ·         At least two (2) years security administration experience monitoring CCTV, using two-way radios, and dispatching security or emergency services.
• ·         Customer service experience communicating face to face with the general public
• Knowledge, Skills and Abilities
• ·         Bilingual speaking proficiency a plus
• ·         Professional verbal communication and listening skills
• ·         basic computer skills and light typing
• ·         Cognitive ability including reasoning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
• ·         Process and results oriented, motivated to keep projects moving ahead by identifying obstacles and exploring alternatives
• ·         Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
• ·         Ability to build professional and trusting business relations within the team
• ·         Professional written and verbal communication skills
• ·         Ability to work overtime
• WORK CONDITIONS
• Work Environment
• ·         Work indoors and or outdoors during all seasons and weather conditions
• ·         Comply with Field dress code policy
• Work Postures
• ·         Frequent, continuous periods of time standing, up 6 hours per day
• ·         Sitting continuously for many hours per day, up to 6 hours per day
• ·         Climbing stairs to access buildings frequently
• Physical Demands
• ·         Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
• Work Hours
• ·         Working beyond “standard” hours as the need arises