Care Specialist, Bilingual, English/Spanish
Empathy
Care Specialist, Bilingual - English/Spanish
Empathy
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $21 per hour
Job Level
Mid-LevelSenior
About the role
- Empathy mission to help families during life’s challenging moments, with an award-winning product powered by tech.\n
- Team is the Care Team with backgrounds in social work, grief support, crisis response, and customer care.\n
- Role Overview: The Care Specialist provides live chat support for loss product and short-term disability leave product.\n
- You will interact directly with users and provide first-in class care including managing inbound calls, engaging in live chat support, fulfilling user requests, and conducting research.\n
- We are seeking a bilingual (English and Spanish) self-driven individual in autonomous startup environment.\n
- Working Hours: ET and PT remote shifts; ET: Mon-Fri 12:00pm-8:30pm ET; PT: Mon-Fri 9:00am-5:30pm PT.\n
- In this role you will: Support Users; Provide expert chat support to users in English and Spanish; Provide phone support; Assist in creating Care Plans; Complete user requests; Demonstrate excellent written and verbal communication; Utilize critical thinking and problem-solving.\n
- Demonstrate Exceptional Resource Navigation & Product Expertise; Conduct comprehensive research; maintain knowledge base; connect users to Empathy tools; identify gaps; relay user insights for product development.\n
- Work Collaboratively with Accuracy and Care; Excel in organization; meet SLA requirements; be a team player; complete training; escalate issues as needed.\n
- Engage in short-term projects that may vary based on evolving business needs."
Requirements
- Warm-hearted, empathetic, and patient team members.\n
- Fluency in both Spanish and English, with excellent verbal and written communication skills in both languages.\n
- Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships).\n
- Ability to quickly adopt and navigate new technology, tools, and platforms with a strong ability to adapt to evolving digital environments.\n
- Comfort working within defined procedures and translating complex steps into clear guidance.\n
- Excellent communication, organizational, and interpersonal skills.\n
- Strong love of learning and conducting research in unfamiliar fields.\n
- Demonstrated problem-solving abilities involving challenging deadlines and priorities.\n
- Ability to organize multiple tasks and projects and maintain control of workflow.\n
- Ability to analyze situations and make independent professional judgments without close supervision.
