Job Description

POSITION OVERVIEW

The Administrative / Family Service Advisor provides essential support in both client-facing and back-office roles, ensuring the smooth operation of cemetery services while guiding families through emotional and important decisions. This dual role requires a compassionate communicator with strong organizational skills, attention to detail, and the ability to maintain professionalism during sensitive conversations. Responsibilities include assisting with at-need and pre-need arrangements, maintaining records, coordinating services, and ensuring all actions comply with cemetery policies and provincial regulations.

KEY RESPONSIBILITES

Cemetery Operations

Coordinate interments, burials, and cremations, ensuring all required documentation and permits are complete, accurate, and timely.

Manage cemetery records including plot ownership deeds, interment logs, and genealogical information.

Administrative Support

Perform general administrative duties such as answering phones, responding to email inquiries, and greeting visitors.

Assist Family Service Advisors, Owners or Contractors in doing business, generating contracts, educating and guiding families through the cemetery process

Manage digital and paper records related to plots, interments, contracts, and customer interactions.

Stay up to date with MIS cemetery software system, ensuring accuracy and efficiency in recordkeeping.

Refer to monthly Fund Balance Report generated by OM to issue work orders to store items.

Create Work Orders for the installation of cemetery merchandise.

Memorial design, order, tracking and communication with outside vendors.

Scanning, creating family packages, filing.

Internal Collaboration and Communication

Work closely with Office Manager, Family Service Advisors, Superintendent, Grounds Crew and management to coordinate timelines and service expectations.

Participate in staff meetings, training sessions, and planning discussions to continuously improve service delivery and support cemetery goals.

Customer Service and Sales

Provide compassionate, informative, and respectful support to families selecting cemetery services, including plots, monuments, and memorialization options.

At-Need Family Support

Meet with families who have recently experienced a loss to guide them through cemetery arrangement options and memorialization decisions.

Provide empathetic, clear, and organized information to reduce stress and confusion during emotionally charged conversations.

Coordinate burial details with internal teams to ensure smooth, dignified services.

Product and Services Knowledge

Develop and maintain in-depth knowledge of the cemetery's offerings, including plot types, cremation options, mausoleums, niche walls, markers, and memorials.

Clearly explain pricing, policies, and financing options to help families make informed decisions without pressure.

Documentation and Compliance

Accurately complete contracts, interment order and authorizations, and any necessary legal documentation in compliance with cemetery and provincial regulations. Consumer Protection Act and Regulation applies.

o https://www.bclaws.gov.bc.ca/civix/document/id/complete/statreg/04002_0

o https://www.consumerprotectionbc.ca/

Policy & Compliance Awareness

Stay current on all cemetery bylaws, rules, and regulations to ensure accurate communication with families and proper application of policies.

Provide guidance to families and internal teams regarding allowable memorial types, section restrictions, and other regulatory considerations.

Job Type: Full-time

Pay: $60,000.00-$65,000.00 per year

Benefits:

Dental care Disability insurance Extended health care Life insurance Paid time off Vision care
Work Location: In person