Care Specialist, Part Time – Weekend Day Shift
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Job Description
Care Specialist providing empathetic chat and phone support for Empathy, which helps families navigate loss and major life transitions. Researching resources and managing Care Plans during weekend shifts.
Responsibilities:
- Provide expert, empathetic chat support to users, addressing practical and emotional needs
- Provide phone support, primarily via inbound calls, addressing scheduling needs, explaining Empathy’s offerings, and answering logistical questions
- Assist in creating detailed Care Plans
- Complete requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other request types
- Conduct comprehensive research to identify essential resources
- Maintain the Care Team knowledge base and role-related resources
- Connect users to Empathy-specific tools and resources as a product expert
- Identify professional development training opportunities
- Relay user insights and knowledge gaps to support product development
- Meet SLA requirements through organization, documentation, and time management
- Collaborate across functions and adapt to operational tasks
- Complete training and provide feedback to improve information sharing
- Escalate issues appropriately and protect sensitive user data
- Engage in short-term projects as directed by management
Requirements:
- Warm-hearted, empathetic, and patient team members
- Excellent verbal and written communication skills
- Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships)
- Ability to quickly adopt and navigate new technology, tools, and platforms with a strong ability to adapt to evolving digital environments
- Comfort working within defined procedures and translating complex steps into clear guidance
- Excellent communication, organizational, and interpersonal skills
- Strong love of learning and conducting research in unfamiliar fields
- Demonstrated problem-solving abilities involving challenging deadlines and priorities
- Ability to work consistently and independently during overnight hours, with strong time management and focus throughout the shift
- Ability to organize multiple tasks and projects and maintain control of workflow
- Ability to analyze situations and make independent professional judgments without close supervision
- Experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or related fields
- Familiarity with Google Suite, Slack, Zendesk, or similar platforms
- Resume and cover letter submission required
Benefits:
- Company equity in a high-growth start-up
- Annual remote work stipend
- Annual wellness stipend
- Paid bereavement leave
- Comprehensive health insurance coverage
- Generous paid time off, including company holidays, vacation days, and paid leaves
- Retirement savings plan with employer matching
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