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
- Provide expert, empathetic chat support to users in both English and Spanish, addressing both practical and emotional needs
- Provide phone support to users, primarily via inbound calls, in both English and Spanish, addressing scheduling needs and logistical questions
- Assist in creating detailed Care Plans for users and complete user requests related to account closure, funeral pricing and planning, sourcing vendors, and other requests
- 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 for users and assist in maintaining the Care Team knowledge base
- Act as a product expert connecting users to Empathy-specific tools and resources and relay user insights to support product development
- Identify gaps or opportunities for professional development and training
- Excel in organization, documentation, and time management to meet SLA requirements and follow escalation guidelines when needed
- Work collaboratively across functions, complete training, and engage 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