Customer Service Representative

Customer Service Representative

Wilbert Funeral Services, Inc. is a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—where you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

As a Customer Service Representative, you will manage the territory of Funeral Directors, Cemeteries, and Technicians. You will track and follow the Monuments, on site Monument work, and vaults that are installed in your assigned territory.

Key Responsibilities

• Manage and maintain relationships with Funeral Directors, Cemeteries, Service Areas, and Technicians within assigned territory by understanding location specific needs and preferences and meeting them
• Track and monitor monument production, delivery, on-site installations
• Ensure accurate documentation and timely follow-up on all orders and customer service requests
• Communicate updates to clients and internal teams
• Handle a high volume of phone calls and emails professionally and efficiently
• Return all internal, external calls, and emails by EOD (end of day)
• Process all quote requests, or communicate delays, to clients within 24 hrs. Including EOD emails to appropriate personal for custom quotes to be proceeded next day
• Proactively identify and resolve issues while maintaining customer satisfaction
• Assist sales through data entry and identifying areas of growth in territory
• Maintain database accuracy for cemetery and client information (CRM)
• Process and filter reports to assist locations with late list and order volume
• Uphold company standards, commitments, and core values
• Proficient in Microsoft Office (Excel, Word, Outlook, OneNote)

Qualifications & Skills

• Strong attention to detail and ability to process complex information
• Excellent verbal and written communication skills
• Comfortable managing a high volume of calls and email correspondence
• Ability to multitask in a fast-paced environment
• Strong time management and organizational skills
• Proficient in Microsoft Office (Excel, Word, Outlook)
• General computer literacy and comfort learning new systems
• Problem-solving mindset with the ability to assess situations and implement resolutions
• Customer-focused attitude with relationship-building skills

Core Competencies

• Accountability & Ownership
• Professional Communication
• Critical Thinking & Resolution Management
• Relationship Development
• Time Management & Deadline Compliance

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.