The Family Services Event Coordinator assists families with the planning and coordination of private memorial services, cremation events, and graveside burial services. The coordinator serves as the primary point of contact with all families scheduling funeral-related events on the Cemetery’s campus, guiding each through all stages of the event planning and coordination process. The coordinator completes all administrative tasks, including invoicing and receipt of all requirement paperwork, and provides staffing at burials, memorial services, and other funerary-related private events. The coordinator works collaboratively with the Cemetery Operations, Cremation, and Event Rentals staff to ensure that all private family events meet Mount Auburn’s standards for exceptional customer service. The coordinator’s time is spent equally indoors and outdoors in all weather condition

DUTIES AND RESPONSIBILITIES:

• Coordinates and staffs all private cemetery events, including memorial services and receptions, cremation events, and graveside ceremonies.
• Follows all documented workflows while booking private family events:
o Guides families through the process of selecting the appropriate event package and completing booking details.
o Provides in-person or virtual tours of cemetery chapels as part of chapel-based event bookings.
o Communicates cemetery procedures and protocols effectively to families in advance to prepare them for when they arrive.
o Creates client records and service work orders for all scheduled services in Mount Auburn’s digital enterprise system.
o Prepares invoicing, receipts, and collects all documents and paperwork required for scheduled services.
o Coordinates with events and operations staff to ensure proper event set-up and break-down.
o Confirms event details with families and external vendors.
• Provides staffing support for all family events:
o Inspects event setup prior to family’s arrival.
o Meets/greets family groups when they arrive at Cemetery for scheduled event.
o Leads burial events to graveside location; greets families at building location for chapel-based events.
o Sets up and operates cemetery AV equipment, as necessary.
o Acts as liaison with any external vendors providing event services such as musicians and caterers.
o Assists families with other Cemetery-related needs as appropriate.
• Completes follow-up communication with all families, including after-care mailings and surveys.
• Works alongside the cemetery services team to maintain an up-to-date events calendar.
• Assists families with setting up a virtual memorial page through our website.
• Assists with general administrative support for the Cemetery Services department.
• Provides staffing at Cemetery-sponsored public events including its annual Winter Solstice event as requested.
• Maintains Cemetery’s reputation as a provider of quality service offerings and represents the organization’s commitments and values in all customer interactions.
• Ensures accurate data collection and data entry in Cemetery’s CRM system.
• Communicates effectively and timely to department leaders, co-workers, and management by telephone, e-mail, or in person.
• Participates in personal professional development and department training to stay up to date on industry best practices, cemetery law, and company policies.
• Maintains hours worked and time off requests for payroll using an automated timekeeping system (ADP Workforce Now).

As with all Cemetery staff, assists with any cemetery business including special meetings, conferences, Friends events, and public programs as needed.
Demonstrates responsible stewardship for the environment when planning and implementing all duties incorporated in job description.

REQUIRED QUALIFICATIONS:

• A friendly, outgoing, helpful personality
• Must be detail oriented
• A desire to serve others at a time of emotional distress or need
• Ability to maintain composure and professional outlook when under job-related pressure
• Must be dependable, punctual, and articulate
• Strong communication skills and an ability to communicate well both verbally and in writing with co-workers, Trustees, lot owners or representatives, clients, and visitors
• Bachelor’s Degree or equivalent experience
• 3 years of customer service and/or event coordination experience preferred
• Strong computer and typing skills required. Specifically, Microsoft Office Excel, Word, and Outlook. Experience with relational databases preferred.
• Experience managing virtual meetings or events and comfort operating A/V equipment
• Collaborative working skills and ability to communicate successfully with employees at all levels
• Must have excellent organizational skills and the ability to handle multiple tasks quickly and efficiently
• Must be a self-starter with strong initiative and the ability to work independently
• Must be patient, energetic, creative, and flexible as work demands change
• Must present a good professional image in dress, grooming and personal hygiene per the Cemetery’s dress code policy
• Must have a valid driver’s license
 
REQUIRED PHYSICAL DEMANDS:

• Must be able to operate standard office equipment such as computers and mouse, telephones, photocopiers, fax machines, scanners. Must be able to access file cabinets and interior vaults.
• Must be able to access all areas of the Cemetery, including the Chapels, Greenhouse, Administration Building, and the cemetery grounds including traversing stairs, inclines, declines, and uneven terrain in all weather conditions
• Must be able to be outdoors regularly standing in any weather conditions when meeting visitors
• Must be able to move within a normal office environment, accessing all records and equipment with ease
• Must be able to operate company vehicles (cars and/or vans).
• Position requires prolonged periods seated and/or standing at a desk.
• Must be able to move between desk, front counter, and all files
• Must be able to walk up and down stairs
• Must be able, using a stool as necessary, to reach high shelves containing files and supplies at any location within the office, including the vaults
• Must be able to do some light lifting in conjunction with office duties, up to 20 pounds

All employees of Mount Auburn Cemetery are “at will’ employees and must adhere to Mount Auburn’s “Business Ethics and Conduct.”

Mount Auburn Cemetery is an equal-opportunity employer. It does not discriminate in employment opportunities on the basis of race, color, ancestry, religion, gender, national origin, age, pregnancy, citizenship status, physical or mental ability, military status, sexual orientation or any other characteristic protected by law.