Job Details

Customer Service Representative

  2020-02-11     Valley of the Temples Memorial Park     Kaneohe  

At NorthStar Memorial Group, we choose collaboration over bureaucracy. Here, everyone has a chance to lead. We encourage & empower our people at every level to speak up, be heard, and watch their ideas become realities. Degreed & non-degreed professionals, labor workers, industry experts – people from all career and experiential backgrounds have the opportunity to find a home here.

Sound too good to be true? Check us out on Glassdoor to see why our employees have voted NSMG one of the best companies to work for 7 years in a row! Click here to view us on Glassdoor(,35.htm)

We are seeking a Customer Service Representative for Diamond Head Mortuary in Honolulu, HI. This position is responsible for serving as the primary point of contact for families and customers calling our location. Our Call Center team responds to calls as they come in, books appointments for our Funeral Directors, and provides general assistance to guests, effectively listening to determine how to best help the customer.


  • Operates a telephone system handling a large call volume utilizing the “NorthStar Promise Script”
  • Assists customers with general information, requests, and concerns
  • Promptly answers all incoming calls and strives for minimal hold times
  • Identifies and properly navigates incoming phone calls to the correct department or person
  • Recognizes need for escalation and involving appropriate parties
  • Takes detailed and accurate messages and delivers to appropriate party in a timely manner
  • Proficient in handling multiple calls and requests while simultaneously working
  • Behaves professional as well as sympathetic to the unique perspective of our clientele
  • Demonstrates a caring attitude while calmly speaking with caller
  • De-escalates calls from upset or irate customers to resolve problems
  • Utilizes standard company specific software to meet location business requirements
  • Completes assigned tasks in a competent and timely manner
  • Prepare letters, reports and official records
  • Completes office duties such as filing, phone duty, and use online reference materials
  • Successfully works in a team environment as well as work independently
  • Excellent communication, listening, and customer service skills
  • High School Diploma or equivalent
  • Effective multi-tasker
  • 1+ years of experience in a call center environment
  • Basic computer knowledge (Windows, MS Word, MS Excel, internet)

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