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Lead Dispatcher - Tucson, United States - Foundation Partners Group
Description
Revolutionizing the funeral industry means blazing new trails, creating new ideas, developing strong relationships, preserving legacies, and compassionately caring for Families.
With over 200 locations across the country, Foundation Partners Group is continuing to expand our reach, but we only do this with exceptional team members ready to embrace the future of the funeral industry.
Our Team Members are vital to the health of our funeral homes, and we value the insight, ideas, and passion they bring every day to compassionately care for our Families.
We are currently seeking a Lead Dispatcher for Monarch Crematory in Tucson, AZ.
The Lead Dispatcher's primary responsibility is to lead the team of individuals responsible for initiating and scheduling the transfer of a decedent safely and properly from the place of death to the Decedent Care Center and from the Decedent Care Center to the place of memorial/service as appropriate.
This position is considered a non-exempt position and has supervisory responsibilities outlined in this profile.While this position is responsible for leading others, the role also has responsibility for performing the duties of a dispatcher as well.
Overview & Responsibilities:
Understands and adheres to Company standard operating procedures and guidelines as outlined.
Assists peers, and other Dispatchers to ensure all open tasks are completed in a timely manner
Participates in weekly updates with supervisor to share and exchange resources and to ensure goals are being met
Learns to operate new office technologies as they are developed and implemented
Manages deliverables; organizes and coordinates workflow, manage multiple tasks, deadlines, and projects
Maintain customer service standards as implemented for appropriate brand/s
Holds oneself accountable for completing all company assigned learning assignments, including compliance management (i.e., OSHA, Workplace Harassment Prevention)
Follows safety protocols and procedures are adhered to, ensuring they contribute to enabling a safe work environment
Partners with peers to ensure administrative components are completed accurately & timely
Participates in assigned staff meetings
May ensure Fleet is always ready and is responsible for maintaining the overall cleanliness and operational readiness including, proper fueling and stocking of supplies
Supports staffing to meet business needs and onboarding and training of all New Hires
Oversees the assigned Dispatch team providing direct supervision, coaching and ongoing support
Supervisory duties include but are not limited to scheduling, time approval, performance coaching/feedback and general support to ensure the team's success
Responsible for allocating workload across the team while also performing Quality Control duties and providing ongoing coaching and feedback to the team regarding accuracy, feedback and attention to detail
Identifies techniques to improve time to respond, customer satisfaction and conflict resolution as needed and ensuring we make every call every time
Assists with special projects and other duties as determined by the head of the department
Identifies & implements process improvement opportunities
Supports the Dispatch team in handling escalated / high-touch care calls
Meets regularly with the team to support growth and review opportunities for improvement
Uses phone etiquette as outlined by the company
Interacts with customers and/or family member of the decedent, handling inquiries and directing them according to specific needs (i.e., upon arrival and departure for transfer of decedent)
Ensures proper paperwork is completed timely and in accordance with relevant laws and regulations
Holds oneself accountable for utilizing systems/technology provided by the company
Initial and subsequent transfers of decedents to and from the Decedent Care Center and other locations as needed.
Adheres to all regulations and procedures with the transfer of the decedent (i.e., Tag and process decedent properly including logging of personal effects)
2 years of dispatching experience is required, with experience in decedent care preferred
2 years or team lead or supervisory experience preferred
Must be at least 21 years of age
High School Diploma or GED equivalent
Valid state issued driver's license in good standing and acceptable driving record
Works on-call, in rotation as assigned, and must be available to work nights and weekends and holidays as needed (i.e., phone, face to face, at the hospital, hospice, residence)
Ability to follow instructions, whether it be in person or by phone
Ability to use an address to find a location using a GPS or directions app and be able to navigate local roads and highways in medium/heavy traffic
Must be able to use routing and scanning tools for tracking as part of the daily process
Good verbal and written communication
Clear understanding of and the ability to use various forms of technology and communications (i.e., online portals, social media, email, live webinars, text, phone, tablet.)
Basic computer skills in MS Office - Outlook, Word, Excel, Teams, OneSource, Learning Management System
Requirements & Qualifications:
2 years of dispatching experience is required, with experience in decedent care preferred
2 years or team lead or supervisory experience preferred
Must be at least 21 years of age
High School Diploma or GED equivalent
Valid state issued driver's license in good standing and acceptable driving record
Works on-call, in rotation as assigned, and must be available to work nights and weekends and holidays as needed (i.e., phone, face to face, at the hospital, hospice, residence)
Ability to follow instructions, whether it be in person or by phone
Ability to use an address to find a location using a GPS or directions app and be able to navigate local roads and highways in medium/heavy traffic
Must be able to use routing and scanning tools for tracking as part of the daily process
Good verbal and written communication
Clear understanding of and the ability to use various forms of technology and communications (i.e., online portals, social media, email, live webinars, text, phone, tablet.)
Basic computer skills in MS Office - Outlook, Word, Excel, Teams, OneSource, Learning Management System
Team Member Benefits Include:
Entry-level and experienced professionals; students, and veterans – we offer complete career paths regardless of your career and life stage
Competitive salaries and performance incentives
Team member referral program
Medical, dental, prescription, and vision insurance
Vacation, sick, and holiday pay
401k with company match
Company-paid life insurance, long-term disability, and short-term disability
#ENT2023
