Sales & Service Coordinator - Cemeteries - (202556)

Reporting to the Marketing and Customer Service Supervisor, this position handles cemetery sales and services, ensuring compassionate and professional support for customers during sensitive times. This role maintains compliance with all relevant legislation and by-laws, oversees accurate record-keeping, and collaborates closely with funeral homes, cemetery operations, and memorial companies to deliver seamless, inclusive services. Accountabilities: Customer Service Advise individuals and families about pre-need and at-need lot and niche purchases, interment rights, memorials, inscriptions, historical records, and other cemetery services, always respecting their personal circumstances and needs. Arrange both ground and columbaria interments, ensuring a supportive and worry-free experience. Maintain ongoing communication with customers to monitor arrangements, memorialization progress, and service satisfaction with the highest standard of care. Provide empathetic and professional support to customers during sensitive and difficult times addressing inquiries and concerns in a timely manner. Educate customers about cemetery procedures and regulations. Facilitate interment rights transfers and repurchases, working closely with customers to determine who is legally authorized to make decisions. Facilitate the disinterment process adhering to all legal and procedural requirements and respond to customer concerns with professionalism and empathy.  Quality Assurance Ensure all cemetery procedures, communications, documents and records comply with the Town Cemetery By-law, Bereavement Authority of Ontario standards, and the Funeral, Burial & Cremation Services Act. Maintain integrity of cemetery records and maps in both the cemetery software and accompanying hard files. Maintain up-to-date knowledge of cemetery by-laws, policies, procedures and legal requirements. Investigate cemetery records and do cemetery site visits to confirm rights holders, past burials, and remaining interment capacity. Advise leadership on updates to cemetery regulations, service needs and industry trends. Participate in cross department Cemetery Working Group meetings Administration Complete contracts for lot and niche sales, interments, foundations, markers, and memorial engravings in compliance with the Funeral, Burial & Cremation Services Act, and Town Cemetery By-law Collect, reconcile, and deposit payments in a tactful and timely manner Prepare and maintain reports on cemetery sales and other statistical data as required Train and assist colleagues in cemetery service procedures and use of Stone Orchard software Provide occasional back up to Sales and Service Team members Perform other job-related functions  Qualifications: Two-year college diploma in business, administration or equivalent 3 years of progressive customer service experience in cemetery services, preferably in a municipal setting. OACFP Cemetery Sales Representative Certification or willingness to complete Valid BAO Cemetery Sales Representative License under the Burial and Cremation Services Act, 2002 or willingness to acquire Working knowledge of the Funeral, Burial and Cremation Services Act, standards set by the Bereavement Authority of Ontario, and cemetery by-laws. Advanced proficiency in Microsoft Office 365 and Stone Orchard cemetery software or equivalent Demonstrated ability to read and interpret cemetery maps and records Basic understanding of cemetery operations, including grounds maintenance and memorial care. Meticulous attention to detail for handling complex documentation, record-keeping, and payment processing Strong organizational skills with the ability to manage multiple tasks and priorities effectively. Exceptional interpersonal and communication skills, with the ability to handle sensitive situations with compassion and discretion. Resourceful and independent problem-solving skills Strong commitment to customer care excellence, with a focus on continuous improvement and service innovation. Dedicated to building strong relationships with diverse clientele and external service partners including cemetery operations and funeral homes. Ability to complete job duties including working in an open cubicle, office environment with other staff in proximity, outdoor cemetery visits, and dealing with grieving and/or stressed customers Valid Ontario Driver’s License (Class G) Access to personal vehicle for Town business – mileage provided. Compensation:  The salary for this position (35 hours per week) is $63,844 - $76,004 per annum.  Location: This position is primarily onsite with occasional remote work based on the needs of the business, in accordance with the Town’s Work from Home Policy, and as subject to change. This position will work remotely between Christmas and New Year’s unless there is a situation requiring onsite support.