Care Specialist, Bilingual – English/Spanish
Empathy
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $21 per hour
Job Level
Mid-LevelSenior
About the role
- Provide expert, empathetic chat support to users in both English and Spanish, addressing practical and emotional needs
- Provide phone support to users, primarily via inbound calls, handling scheduling, explaining Empathy’s offerings, and answering logistical questions
- 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 request types
- Demonstrate excellent written and verbal communication in both English and Spanish using the Empathy ‘voice’
- Utilize critical thinking and problem-solving abilities to resolve user challenges
- Conduct comprehensive research to identify and provide access to essential resources
- Assist in maintenance of the Care Team knowledge base and related resources
- Act as a product expert connecting users to Empathy-specific tools and resources
- Relay user insights and identify knowledge gaps to support product development
- Maintain organization, documentation, and time management to meet SLA requirements
- Collaborate across functions, complete training, follow escalation guidelines, and engage in short-term projects as directed
Requirements
- Warm-hearted, empathetic, and patient team members
- Fluency in both Spanish and English, with excellent verbal and written communication skills in both languages
- 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
- 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 organize multiple tasks and projects and maintain control of workflow
- Ability to analyze situations and make independent professional judgments without close supervision
- Preferred: Experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or related fields
- Preferred: Familiarity with Google Suite, Slack, Zendesk, or similar platforms