- Manage a high-volume caseload through the full client lifecycle, from contract signature to final resolution.
- Serve as the dedicated point of contact, handling inbound and outbound calls and texts throughout the workday.
- Guide families through each step of the process and build trust and rapport.
- Coordinate transportation, documentation, cremation scheduling, and ashes return with internal teams and vendors.
- Update systems promptly and accurately, maintaining meticulous case documentation.
- Navigate HubSpot, Aircall, Slack, GSuite, and the internal case management system to build case context and triage workflows.
- Collaborate with teammates on coverage, escalations, and urgent case needs.
- Manage smooth case handoffs and anticipate downstream impacts.
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