Empathy

Care Specialist, Bilingual – English/Spanish

Empathy

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $19 - $21 per hour

Job Level

Mid-LevelSenior

About the role

  • Empathy is on a mission to help families with everything they face during life’s most challenging moments
  • Care Specialist offers live chat support to families in loss and short-term disability leave products, in English and Spanish
  • Manage inbound calls, live chat, fulfill user requests, and conduct research
  • Create detailed Care Plans and assist with funeral planning, vendor sourcing, account closures, and other user requests
  • Conduct comprehensive research and maintain the Care Team knowledge base
  • Act as a product expert connecting users to Empathy tools and resources
  • Relay user insights and identify knowledge gaps to support product development
  • Maintain organization, documentation, and meet SLA requirements
  • Complete training and participate in short-term projects as directed by management

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 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 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