Empathy

General

• Support Users
• Provide expert, empathetic chat support to users, addressing both practical and emotional needs.
• Provide phone support to users, primarily via inbound calls, addressing scheduling needs, helping users to understand Empathy’s offerings, and answering logistical questions on accessing our support.
• Assist in creating detailed Care Plans for users.
• Complete user requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other various request types.
• Demonstrate excellent written and verbal communication, using the Empathy ‘voice’.
• Utilize critical thinking and problem-solving abilities to resolve user challenges.
• Demonstrate Exceptional Resource Navigation & Product Expertise
• Conduct comprehensive research to identify and provide access to essential resources for our users.
• Assist in the maintenance of the Care Team knowledge base and resources related to your role.
• Act as a product expert who connects users to Empathy-specific tools and resources.
• Identify any gaps or opportunities for professional development training that can enhance both personal and team capabilities in providing an exceptional user experience.
• Relay user insights and identify knowledge gaps to support product development.
• Work With Precision and Independence
• Excel in organization, documentation, and time management to meet SLA requirements.
• Work as a team player across different functions and quickly adapt to assist with tasks as needed, reflecting the dynamic nature of our operations.
• Complete all training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared.
• Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive user data.
• Engage in short-term projects that may vary based on the evolving needs of our business, as directed by management.

Care Specialist – Overnight Hours