Customer Outreach Associate

Description

About Empathy:

Empathy is on a mission to help families with everything they face after the loss of a loved one. Powered by tech and driven by purpose, we provide peace of mind by guiding families through all the tedious and time-consuming tasks that follow a loss. We partner with employers and life insurance carriers, offering their employees and/or clients meaningful support when they need it most. We work steadfastly to update and innovate our offerings to make sure families are always receiving the highest level of support. It’s unique and rewarding work that offers many interesting challenges along the way.

Our flagship product is a digital loss companion that accompanies families through every aspect of a loved one’s death, from funeral planning and estate settling to dealing with grief, mortality, and family. Partnering with families to bring empathy and transparency to every aspect of this difficult time in their lives, we’re on a mission to change the way the world copes with loss.

The Care Team:

The Care Team works alongside our platform to provide the human element of support to families who are dealing with a loved one’s passing. We are a compassionate, self starting, and organized team made up of Customer Outreach Associates (COA) and Care Managers. Our COAs specifically work to ensure that all individuals who are eligible get the support that they need and are set up with the Empathy platform. From there, our Care Managers work to thoughtfully guide and support those families with whatever they are facing.

In this role you will

About the role:

This fully remote position is ideal for individuals who thrive in an autonomous environment. Success in this role requires strong self-management skills, including the ability to take ownership of your call list and follow protocols with consistency and care. You will be responsible for maintaining a steady pace throughout the day to ensure outbound calls are completed efficiently while adhering to quality standards. Staying organized and meeting daily and monthly performance goals will be key, as well as clear and consistent communication with your team and leadership in a virtual setting.

Hours:

Monday through Friday, starting between 9:00 and 10:00 AM ET, for 8.5 consecutive hours, including a 30-minute unpaid meal break and paid rest breaks.

In this role you will:

• Serve as the first point of contact for eligible users, primarily via phone
• Build immediate connection and trust by listening thoughtfully to each user’s unique needs
• Make a high volume of outbound calls each day to connect with users and encourage adoption of the Empathy platform
• Utilize product knowledge and an empathetic approach to connect each user’s needs to Empathy service offerings
• Collaborate with other team members to ensure a seamless user experience 
• Meet volume and quality-based call goals

Requirements

What we’re looking for

• At least 2 years of work experience, preferably within a customer-facing role
• A people person who easily connects with others, and who delights in helping solve problems and creating great user experiences
• A desire to work at at a high-growth early stage start up
• Someone self-motivated who takes a high level of ownership and accountability
• Strong verbal and written communication skills, and a high level of empathy when speaking with clients over the phone
• Ability to thrive in an ambiguous environment
• Mission-driven with a passion for helping families dealing with loss

Preferred

• Experience in high-volume outbound dialer-based sales roles and/or customer service environments that require patience and persistence
• Knowledge of lead generation and a good grasp of how to positively influence prospects
• Experience using Slack, Zoom, Google suite, Zendesk, and other common software tools 

Location: Remote

Compensation: 

• Compensation: $40k - $52k annually + equity. This includes a base salary of $40k plus a monthly bonus target of $1k for meeting call volume, quality, and performance goals
• Exceptional performance: Bonuses are performance-based, and exceeding targets may result in earning beyond the $1k monthly target. Total compensation beyond the base salary will vary based on individual performance and results

At Empathy, we believe that our workforce should reflect the range and variety of the families we serve. We are an equal opportunity employer, where all employment decisions are made without regard to age, sex, race, ethnicity, nationality or nation of origin, religion, ability, medical condition, marital status, pregnancy, gender identity or expression, sexual orientation, veteran status, or any other status protected by local, state, or federal law.