- Manage a high-volume book of business, overseeing the full client life cycle from contract signature through final resolution
- Act as the dedicated point of contact, actively handling continuous inbound and outbound calls and texts throughout the workday with empathy, clarity, and professionalism
- Guide families through each step of the process while building trust, rapport, and an exceptional overall client experience
- Own key case milestones — transportation, documentation, cremation scheduling, ashes return — partnering with internal teams and vendors to keep cases moving
- Keep documentation meticulous, updating all systems promptly and accurately
- Seamlessly navigate across various platforms (HubSpot, Aircall, Slack, GSuite, internal case management system) to build case context, triage daily workflows, and solve problems efficiently
- Collaborate with teammates to maintain continuity of care — assisting with coverage, escalations, and urgent case needs as volumes shift
DocumentationCRMHubSpot+2 more