Job Description

The Care Center Manager's primary responsibility is to lead and oversee the day-to-day Decedent Care Center operations, financial performance, Team Member development, customer service standards and be a company ambassador to the community. This position is a working supervisor position.

& Responsibilities:

• Answers phones and fields questions. Uses phone etiquette as outlined by the company
• Interacts with customers and family members of the decedent, handling inquiries and directing them according to specific needs, i.e., upon arrival and departure for transfer of the decedent
• Contributes to the overall efficiency of the location by maintaining open and effective communication and maintaining accurate and timely client files
• Leads and holds team accountable to ensure administrative components are completed accurately & timely
• Leads facility management to include ensuring the fleet of vehicles and all areas of the building and grounds, i.e., landscaping, painting, and parking lot, are adequately maintained and in working order always
• Leads, oversees, and manages all financial components, including vendor relationships, i.e., signing checks, annual budgeting, accounts payable and receivable, labor management, Daily Sales Outstanding (DSO), revenue, and EBITDA for the location/s
• Drives revenue, sales, and business results
• Partners with peers and supervisors to ensure smooth implementation of any new company initiatives and procedures
• Leads weekly updates with supervisor to share and exchange resources and to ensure goals are being met
• Manages deliverables; organizes and coordinates workflow, manages multiple tasks, deadlines, and projects
• Holds self and direct reports accountable for all customer service standards as implemented for appropriate brand/s
• Carries out other projects/duties as needed, i.e., car washing, building/equipment repair, laundry, building boxes, and cremation containers
• Holds oneself and team accountable for completing all company assigned learning assignments, including compliance management, i.e., OSHA, workplace harassment prevention
• Leads and holds team accountable to ensure administrative components are completed accurately and timely
• Leads the coordination and delivery of staff meetings, delegates to transfer care manager as needed
• Oversees and ensures fleet is always shown ready and assists with maintaining the overall cleanliness, proper fueling, tracking of mileage, scheduled maintenance, and stocking of supplies
• Leads staffing to meet business needs, including hiring, onboarding, and training all New Hires
• Preforms scheduling, coaching, and developing Team Members, and openly communicates to appropriate Team Members areas of successful performance and performance needing improvement to meet business expectations
• Partners with home office shared services to ensure all standard operating procedures are followed and adhered to, i.e., human resources, IT, marketing, accounting
• Leads labor-management ensuring the team is working as scheduled, clocking in/out, taking breaks as expected, and avoiding overtime
• Ensures proper paperwork is completed timely and in accordance with relevant laws and regulations
• Holds oneself and team accountable for utilizing systems and technology provided by the company
• Oversees process and procedures for subsequent transfers of decedents from the place of death to the care center and from the care center to the area of memorial and service
• Ensures all regulations and procedures with the transfer of the decedent, i.e., tag and process decedent appropriately, including logging of personal effects

Requirements & Qualifications:

• High school diploma or equivalent
• Minimum five to eight years of experience within a high-volume logistics business role, competitive salaries, and performance incentives
• Licensed funeral director is preferred
• Minimum of an Associate of Science or Arts degree in mortuary science
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)
• Availability to work on-call including nights and weekends, and holidays as needed
• Ability to follow detailed instructions and receive/apply constructive feedback with a positive attitude
• 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 in the dark
• Strong verbal and written communication skills
• Clear understanding of and the ability to use various forms of technology and communications, i.e., online portals, social media, email, webinars, text, phone, and tablet.
• Valid state-issued driver’s license with a clear driving record

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