Empathetic Support Specialist

5 days ago

Melbourne, Victoria, Australia beBeeEmpatheticSupport Full time $65,000 - $86,000

Compassionate Support Specialist

We are a holistic end-of-life care provider, allowing our families to grieve in their own way, at their own pace.

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.

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

About the Role

We're looking for an empathetic communicator with exceptional attention to detail to join our support team. Our arrangers are a family's 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.

Your Day-to-Day

The Support Specialist 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 amazing likeminded people.

The Ideal Candidate

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 our organisation 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.

Your Benefits

Someone in the Support team recently described the team as _

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