Customer Care Specialist

2 weeks ago

Melbourne, Australia Bare Full time

**Who is Bare?**

Bare is the new way to funeral. We are a company dedicated to providing accessible, affordable end of life care. Our aim is to change the game in the funeral industry which has long provided traditional, cookie cutter services that don’t always meet the needs of the modern Australian. We are a holistic end of life care provider, allowing our families to grieve in their own way, at their own pace, knowing their loved one is cared for through a simple process by a team who truly understand their needs.

By combining empathy with technology, we’re creating end-of-life experiences that are simple, personalised and affordable. In only three years, we’ve served more than 20,000 families, have become Australia’s most awarded end-of-life provider (with awards in customer service, innovation and digital disruption), and have built a team of more than 60 people committed to changing the way Australians deal with end-of-life. And we’re just getting started.

As part of this mission, we’re growing our arrangement team - and we’d love you to consider joining the mission. The role is full-time and primarily is work from home.

**So what is the role, exactly?**

We're looking for an empathetic communicator with exceptional attention to detail to join our arranger team. Bare’s arrangers are a families guide and support through their most vulnerable time.

In this role you’ll be phone-based, working directly with families who are looking for support in arranging a funeral service. You’ll show empathy, taking the time to let them know you care, and then support them by arranging and communicating every step of the process.

**That makes sense, but what would my day to day look like?**

The Arranger role is full-time. Each day would involve:

- answering inbound calls from families who have questions about their current arrangements
- building rapport and trust with these families (many are in deep grief and we’re a lifeline)
- actively listening to your families, giving them the time and space to share their grief with a trusted person
- being their trusted guide and support throughout the entire funeral arrangement process
- coordinating logistics, ceremony arrangements and communicating the funeral service details to all of their extended network

You will report into our Head of Customer Experience, and work with a team of an amazing team of likeminded people.

**Ok, sounds great. Who are you looking for?**

This is a hard, but super impactful role. Families come to us in all kinds of circumstances, and we become their trusted advisor through a difficult part of their lives. You need:

- a genuine love of providing empathy and support to people from all walks of life
- comfortable directing people who need thoughtful, non judgemental guidance
- the ability to work in a fast-paced environment
- comfort working with technology and following processes
- the ability to take control of a conversation and become a trusted advisor

Most importantly, we want someone who believes in our mission. Everyone at Bare is driven by the impact of what we’re doing, we want to make sure that continues with every new hire that joins our team.

**What’s in it for me?**

Someone in the Arranger team recently described the team as
_ “this is the most impactful work I've ever done. I feel lucky to be able to help people that truly need support"._ So, there’s that. In addition, we offer:

- Great opportunities for personal growth, promotion, and career development
- The ability to work-from-home - with lots of autonomy and flexibility
- A friendly, fun, and supportive environment - people love what they do at Bare
- Competitive remuneration package (with perks)
- The change to make an impact at one of the most critical moments in someone’s life

**That makes sense, but what would my day to day look like?**:

- A driving passion to help people in their greatest time of need.
- Complete dedication to delivering a truly great customer experience.
- Commitment to ensuring people experience end-of-life planning with compassion and grace.
- Autonomous and ambitious.
- Strong attention to detail and methodical under pressure.
- A valid driver's license

This role is an amazing opportunity to join us early in the company's growth. We offer lots of autonomy, amazing career growth potential, along with very competitive salary and perks.

**The main reason you will join however, is because you believe in what we do and are excited about truly transforming an industry.

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