This is an in-house role with no opportunity for remote work arrangements. This position works 4 10-hour shifts each week, following this schedule:

Week 1

Sunday 10-8

Monday 8-6

Tuesday off

Wednesday off

Thursday 8-6

Friday 8-6

Saturday off

Week 2

Sunday off

Monday off

Tuesday 8-6

Wednesday 8-6

Thursday off

Friday 8-6

Saturday 8-6

The Customer Service / Administrative Assistant plays an integral role in supporting Henry Walser Funeral Home’s mission of honouring life and facilitating the healing process, adapting every experience with compassion, respect and genuine care. As one of the first points of contact for families calling the funeral home, this position provides skilled, compassionate customer service while responding to inquiries and directing calls appropriately throughout the day. In addition to managing incoming phone calls, this role works closely with funeral directors, families and internal departments to create personalized memorial products, manage obituary and website content, coordinate service details and ensure requests are completed accurately, professionally and within established timelines.

This position requires exceptional attention to detail, creativity, technical aptitude, outstanding customer service and the ability to effectively prioritize multiple competing requests in a fast-paced environment. The role demands frequent multitasking, as project work is regularly interrupted to answer incoming calls and assist families and colleagues. Because funeral service timelines are fixed, work must consistently be completed with a high degree of accuracy while balancing interruptions and meeting tight deadlines.

Operational Responsibilities

● Serve as the primary department contact on designated weekends,



coordinating workflow and supporting funeral directors, families and team members.

● Coordinate files for multiple funeral services simultaneously while adapting to changing family requests and service schedules.

● Communicate compassionately and professionally with families, funeral directors, publishers, vendors and internal departments by phone, email, in person and electronic platforms.

● Create, edit, proofread, produce and distribute memorial cards, bookmarks, register books, prayer cards, tribute videos, slideshows, portrait edits, memorial displays and other personalized print and digital products.

● Prepare, edit, proofread and publish obituaries, website content and service information while meeting publication deadlines.

● Ensure all personalization materials accurately reflect family wishes while maintaining Henry Walser Funeral Home quality and brand standards.

● Review all personalization materials for accuracy, spelling, formatting and consistency; verify family instructions against funeral arrangements before production.

● Prioritize work based on service schedules and production deadlines to ensure all materials are completed before visitations and funeral services.

● Maintain organized digital records and funeral management databases with exceptional accuracy.

● Receive, organize, convert and archive photographs, videos,



music and digital files; create QR codes and manage digital sharing options.

● Troubleshoot technical issues involving personalization software, printers, file compatibility, digital media, livestreams and audio/visual equipment; escalate complex issues as required.

● Answer incoming calls, process correspondence, provide administrative support and perform other related duties and special projects.

Qualifications & Technical Skills, Attributes

● Diploma or degree in Graphic Design, Office Administration, Communications, Multimedia or related field preferred.

● 1–3 years of administrative, customer service, graphic design or related experience; experience in a deadline-driven environment is an asset.

● Proficiency with Microsoft Office, Google Workspace, Adobe Creative Suite (Photoshop required), funeral management software or the ability to learn quickly.

● Strong proofreading, organization, communication, creativity and willingness to learn emerging technologies and AI-assisted tools.

As part of our commitment to accessibility under the Accessibility for Ontarians with Disabilities Act (AODA), accommodations are available upon request for candidates taking part in all aspects of the selection and recruitment process. We encourage all qualified candidates to apply.

Pay: $52,000.00-$55,000.00 per year

Benefits

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Application question(s):
- Are you committed to the posted schedule?
- Do you have experience with the graphics portion of the role?

Work Location: In person

📌 Customer Service/Administrative Assistant (Kitchener)
🏢 Henry Walser Funeral Home
📍 Kitchener