Care Coordinator and Pacific Cremation Services Funeral Arranger

Role: Care Coordinator and Pacific Cremation Services Funeral Arranger
Location: Laguna Hills and Lake Forest, Ca
Reports To: General Manager; Pacific Cremation Services General Manager/ Operations
Employment Type: Full-Time
Position Overview
The 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 Benefits
Starting Rate:$25.00/hour (approx. $52,00 annually)
Benefits:
Medical and dental plans available after 30 days
Company contributes a flat rate toward selected plans
Dependent coverage available (employee-paid)
Safe Harbor 401(k)
Paid Time Off (PTO): Accrues after 90 days
Eligible 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 Qualifications
High school diploma or equivalent
Valid driver’s license with a clean driving record
Strong verbal communication and phone skills
Basic computer proficiency (CRM systems, scheduling tools)
Ability to multitask and manage competing priorities
Ability to lift 20–30 lbs and navigate stairs
Preferred Experience
Prior experience in funeral service, mortuary, crematory, or a related field
Experience in customer service, call handling, hospitality, or coordination roles
Familiarity with diverse cultural, religious, and service traditions
Core Responsibilities
Inquiry Management and Conversion
Answer and manage inbound calls regarding at-need and future services
Provide accurate, clear, and compassionate information regarding services and pricing
Build trust quickly and guide families toward scheduling arrangement appointments
Maintain a high level of professionalism and empathy in all communications
Arrangement Support and Coordination
Assist Arrangement Directors with follow-up tasks and logistical coordination
Order merchandise and memorial products accurately and efficiently
Coordinate with clergy, churches, cemeteries, and vendors
Arrange military honors and service-related logistics
Ensure timely and accurate completion of assigned case tasks
Family and Guest Experience
Serve as a welcoming and professional first impression for all callers and visitors
Provide compassionate and attentive support to families navigating difficult circumstances
Assist with front desk coverage, greeting guests and maintaining a calm environment
Demonstrate empathy and professionalism in emotionally sensitive situations
Operational Duties
Maintain accurate records and documentation of calls and case activity
Support scheduling, communication, and coordination across departments
Assist with general administrative and logistical needs of the team
Provide evening phone support as assigned
Team Collaboration
Work closely with Arrangement Directors and support staff to ensure seamless operations
Contribute to a positive, respectful, and proactive team environment
Demonstrate flexibility and willingness to assist wherever needed
Embody a team-first mindset aligned with company values
Training and Development
Structured onboarding with overview of mortuary operations and services
Hands-on training in call handling, service coordination, and administrative processes
Ongoing mentorship and support from leadership and team members
Continuous development with opportunities for expanded responsibilities
Schedule Expectations
Monday through Friday, 8:00 am to 5:00 pm
Flexibility required for evenings and overtime
Key Skills and Competencies
Compassion and Emotional Intelligence
Exhibits genuine empathy and sensitivity toward grieving families
Reads emotional cues and adjusts communication accordingly
Maintains professionalism in emotionally charged situations
Communication Excellence
Clear, calm, confident, compassionate and effective verbal communication
Strong active listening and ability to guide sensitive conversations
Ability to build trust quickly with diverse individuals
Strong listening skills and attention to detail
Organization and Execution
Exceptional time management and multitasking ability
Strong attention to detail and accuracy in follow-up tasks
Ability to manage multiple cases and priorities simultaneously
Adaptability and Problem-Solving
Thrives in a dynamic, fast-paced environment
Responds effectively to changing priorities and unexpected needs
Maintains composure and focus under pressure
Teamwork and Professionalism
Demonstrates humility, accountability, and a team-first mindset
Works collaboratively and supports team success
Always represents the organization with dignity and respect
Performance and Growth
Employee 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 potential
O’Connor Mortuary prioritizes internal promotion and career development
Additional Information
This is an

Employment type
Full time

Work arrangement
No