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Delivers training on products, sales techniques, and software. Applies industry and education methodology to impart knowledge, customer service, and technical requirements. Administers tests and evaluates performance. Manages and coaches associates attending training programs.

JOB RESPONSIBILITIES 

Training

Deliver live and web based Combination Contract HMIS Plus contract process, Product, Pricing, Regulation, Dignity Take-up, and Best Practice training to Funeral Director and Arrangers associates and new hiresDevelop combination contract training, including but not limited to, process flow charts, job aids, and user guideWork with home office Learning & Development department to leverage resourcesUpdate training materials to mirror software upgrades and patchesPlan and coordinate speakers, training, and schedules, and attendees for Funeral Arrangement Summit ConferenceUse Company travel arranger and follow travel policy for travel, hotel, and car rental arrangementsSelect food & beverage vendorsCoordinate menu taking into consideration attendee special dietary needsMaintain an adequate supply of training materialsWill be required to travel to teams/locations across LA TerritoryThe role would be a Field Support (proxy) to the Sales Market Office – to support the Sales Teams with Training, Field Coaching and Certification/Re-Certification efforts (Value Progression Certification, The Conversation, AN Arrangements, ACV’s, Seminars, Nurturing Client-Family Relationships via Salesforce, etc.)

Software Testing

Following Test Scripts, perform System Integration Testing (SIT), User Acceptance Testing (UAT), Regression Testing, and Product Standard Testing (PST) on patches and upgradesDocument results in test scripts and with screen shotsDocument additional issues as identifiedImmediately report critical and regression failures to Testing Coordinator and local managementOffers suggestions during Software Testing meetings to improve test scripts, timelines, communication, or software enhancementsMay coordinate testing timelines and materials with Combo Contract Pilot Program TestersProvides input to Acceptance Test Plans (ATP) to ensure functional requirements and issues are tested

Service Support

Answer incoming end-user calls requiring assistance with HMIS combo contract processes or softwareLog issues and resolutions according to Help Desk procedures in order to track and trend software issues or training gapsApplies customer service skills and technical abilities to resolve customer inquiries; escalates issue to the HMIS technical team as appropriate, but retains resolution ownershipAdditional responsibilities as requested or assigned

MINIMUM Requirements

Education

High School Diploma or equivalent

Certification/License

Valid state driver’s license with an acceptable driving record

Experience

At least three (3) year experience with both Cemetery and Funeral Services ContractsExperienced HMIS Software user; viewed by colleagues as an internal HMIS resourcePrior experience as a trainer preferred; demonstrate understanding various learning methodsComputer literate and proficient with MS Office, Word, Excel, and Power Point

Work CONDITIONS

Work Environment

Professional Dress is required when in contact with families. 

Work Postures

Frequent, continuous periods of time standing, up 6 hours per daySitting continuously for many hours per day, up to 6 hours per dayClimbing stairs to access buildings frequently

Physical Demands

Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage

Work Hours

Working beyond “standard” hours as the need arisesTravel up to 25% within the Market

COMPENSATION:

Salary - 66.5K-70K

BENEFITS:

Medical*Dental*Vision*Flexible Spending Accounts (health care and dependent care)*Health Savings Account with Company Contribution*Sick Leave*Short-Term Disability*Long-Term Disability*Life Insurance*Voluntary Accidental Death or Dismemberment Insurance*Dependent Life Insurance*SCI 401(k) Retirement

Postal Code: 91204

Category (Portal Searching): Operations

Job Location: US-CA - Glendale