Customer Experience Coordinator & Marker Specialist

Employment Type: Full-Time Schedule: Monday–Friday, standard business hours, with occasional evenings, weekends, and frequent travel as needed for events and services

About the Role

We are seeking a compassionate, detail-oriented Customer Experience Coordinator & Marker Specialist to join our team in a dynamic, full-time role that blends memorial experience coordination with headstone and marker order management. This position is essential to how we support the families we serve — from the personal, in-the-moment details of memorial services and receptions, to the accurate, timely coordination of memorial markers and headstones.

The ideal candidate is organized, compassionate, and comfortable managing both relationship-driven coordination and detail-oriented administrative work. You will play a key role in ensuring every family's experience is handled with care, professionalism, and excellence.

This is a unique opportunity to make a meaningful, lasting impact by helping families honor their loved ones with dignity and care.

Responsibilities

Memorial Experience Coordination

• Plan, coordinate, and execute personalized Memorial Experiences; a gift provided by Memorial for the family to honor their loved one.
• Serve as a primary point of contact for funeral directors and FSAs throughout the planning and service process
• Ensure all service details are organized, communicated, and executed with accuracy and care

Hospitality & Reception Coordination

• Manage catering and reception logistics, including ordering, setup, and breakdown
• Ensure reception areas are clean, welcoming, and thoughtfully arranged
• Coordinate with vendors and internal teams to ensure timely, quality service
• Maintain inventory and supplies related to hospitality and receptions

Marker & Headstone Order Management

• Manage the online and phone order flow system for all headstone and memorial marker orders
• Work closely with cemetery counselors to ensure timely ordering, curation, design, and delivery of markers
• Maintain accurate, organized records of all orders and deliveries
• Collaborate with the production team to ensure timely completion of orders
• Ensure all markers meet the highest quality and accuracy standards

Qualifications & Skills

• High school diploma or equivalent
• Strong organizational skills and high attention to detail
• Excellent written and verbal communication skills
• Strong interpersonal and customer service skills, with a compassionate, empathetic approach
• Proficient in Microsoft Office (with an emphasis in Excel) and general computer applications
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Ability to work both independently and collaboratively as part of a team
• Ability to work flexible hours, including occasional evenings and weekends
• Experience in hospitality, service coordination, or customer care preferred
• Experience with catering coordination and setup is a plus
• Experience or familiarity with the mortuary or cemetery industry is a plus

Preferred Attributes

• Creative mindset with an eye for presentation and storytelling
• Ability to remain calm and supportive in emotionally sensitive situations
• Team-oriented with a proactive, solution-focused attitude
• Comfortable balancing relationship-focused coordination with administrative accuracy and follow-through

This role offers the opportunity to make a meaningful difference in the lives of the families we serve, combining heartfelt service coordination with the operational precision of memorial marker fulfillment.