About this opportunity
O'Connor Mortuary lists this Care Coordinator and Pacific Cremation Services Funeral Arranger opportunity in laguna hills, California. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Care Coordinator and Pacific Cremation Services Funeral ArrangerLocation: Laguna Hills and Lake Forest, CA Reports To: General Manager; Pacific Cremation Services General Manager/Operations Employment Type: Full-TimePosition OverviewThe Care Coordinator serves as the primary point of first contact and an essential support partner within O'Connor Mortuary, responsible for delivering compassionate, professional, and informative communication to families inquiring about services. This role requires a high level of emotional intelligence, communication excellence, and operational awareness.The Care Coordinator ensures that every interaction—whether by phone or in person—reflects the organization's commitment to care, dignity, and trust. This individual plays a critical role in guiding families toward engagement with our services while supporting Arrangement Directors through detailed follow-through, coordination, and administrative execution.As needed, the Care Coordinator may serve as a Cremation Arranger for the O'Connor Mortuary affiliate, Pacific Cremation Services. In this capacity, the individual meets with families either in person at the Lake Forest office or by phone to guide them through simple cremation arrangements. This responsibility includes clearly presenting service options, completing required documentation, and ensuring the timely and accurate procurement and processing of all legal documents.We seek candidates who are drawn to meaningful work and committed to serving others with empathy, integrity, and professionalism. At O'Connor Mortuary, our core purpose is to Heal Hearts, Inspire Trust, and Comfort Souls, and we value individuals who naturally embody compassion, clear communication, and respect in every interaction. The ideal candidate approaches each responsibility with care and accountability, contributes positively to a supportive team environment, and upholds the highest standards of service for the families and communities we serve.Compensation and BenefitsStarting Rate: $25.00/hour (approx. $52,000 annually)Benefits: Medical and dental plans available after 30 daysCompany contributes a flat rate toward selected plansDependent coverage available (employee-paid)Safe Harbor 401(k)Paid Time Off (PTO): Accrues after 90 daysEligible for participation in a quarterly incentive program tied to family satisfaction evaluations and individual performance metrics, recognizing excellence in service delivery, professionalism, and overall contribution to organizational success.Minimum QualificationsHigh school diploma or equivalentValid driver's license with a clean driving recordStrong verbal communication and phone skillsBasic computer proficiency (CRM systems, scheduling tools)Ability to multitask and manage competing prioritiesAbility to lift 20–30 lbs and navigate stairsCore ResponsibilitiesInquiry Management and ConversionAnswer and manage inbound calls regarding at-need and future servicesProvide accurate, clear, and compassionate information regarding services and pricingBuild trust quickly and guide families toward scheduling arrangement appointmentsMaintain a high level of professionalism and empathy in all communicationsArrangement Support and CoordinationAssist Arrangement Directors with follow-up tasks and logistical coordinationOrder merchandise and memorial products accurately and efficientlyCoordinate with clergy, churches, cemeteries, and vendorsArrange military honors and service-related logisticsEnsure timely and accurate completion of assigned case tasksFamily and Guest ExperienceServe as a welcoming and professional first impression for all callers and visitorsProvide compassionate and attentive support to families navigating difficult circumstancesAssist with front desk coverage, greeting guests and maintaining a calm environmentDemonstrate empathy and professionalism in emotionally sensitive situationsOperational DutiesMaintain accurate records and documentation of calls and case activitySupport scheduling, communication, and coordination across departmentsAssist with general administrative and logistical needs of the teamProvide evening phone support as assignedTeam CollaborationWork closely with Arrangement Directors and support staff to ensure seamless operationsContribute to a positive, respectful, and proactive team environmentDemonstrate flexibility and willingness to assist wherever neededEmbody a team-first mindset aligned with company valuesTraining and DevelopmentStructured onboarding with overview of mortuary operations and servicesHands-on training in call handling, service coordination, and administrative processesOngoing mentorship and support from leadership and team membersContinuous development with opportunities for expanded responsibilitiesSchedule ExpectationsMonday through Friday, 8:00 am to 5:00 pmFlexibility required for evenings and overtimeKey Skills and CompetenciesCompassion and Emotional IntelligenceExhibits genuine empathy and sensitivity toward grieving familiesReads emotional cues and adjusts communication accordinglyMaintains professionalism in emotionally charged situationsCommunication ExcellenceClear, calm, confident, compassionate and effective verbal communicationStrong active listening and ability to guide sensitive conversationsAbility to build trust quickly with diverse individualsStrong listening skills and attention to detailOrganization and ExecutionExceptional time management and multitasking abilityStrong attention to detail and accuracy in follow-up tasksAbility to manage multiple cases and priorities simultaneouslyAdaptability and Problem-SolvingThrives in a dynamic, fast-paced environmentResponds effectively to changing priorities and unexpected needsMaintains composure and focus under pressureTeamwork and ProfessionalismDemonstrates humility, accountability, and a team-first mindsetWorks collaboratively and supports team successAlways represents the organization with dignity and respectPerformance and GrowthEmployee performance is evaluated based on inquiry effectiveness, professionalism, accuracy of work, and overall contribution to the family experience and team operations.A formal performance review will be conducted at the 6-month mark to assess progress, core competency development, and alignment with company standards and expectations. This review will include feedback on call quality, appointment conversion effectiveness, communication skills, and execution of follow-up responsibilities.Following the initial review, employees will transition to annual performance evaluations, which will assess continued growth, consistency in performance, and readiness for increased responsibility or advancement opportunities.Ongoing feedback and coaching will be provided throughout employment to support development and ensure success in the role.Opportunities for compensation adjustments and career advancement will be considered based on performance, demonstrated capability, and organizational needs.Opportunities for advancement based on performance, contribution, and demonstrated potentialO'Connor Mortuary prioritizes internal promotion and career developmentAdditional InformationThis is an at-will positionO'Connor Mortuary is an equal opportunity employer
Worksite address
laguna hills, CA, 92653, US
Who can apply
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