Customer Care Representative at Project Growth

Position Overview:

• The Customer Care Representative is the first point of contact for families seeking cremation and end-of-life services. This role involves explaining processes, presenting the company's offerings without pressure, and coordinating with internal teams to ensure smooth case handling and resolutions. This remote role supports Pacific Day Time (9 AM - 5 PM) and is ideal for candidates skilled in hospitality, with a customer-focused mindset and a drive to provide empathetic, organized support.

Key Responsibilities:

• Empathetic Customer Support: Receive and manage calls from grieving families, offering emotional support and assisting them through difficult times.
• Service Coordination: Address inquiries regarding pricing and service arrangements, providing recommendations for seamless end-of-life experiences.
• Process Guidance: Clearly communicate the cremation process to both prospective and active clients, assisting families with accurate information and updates.
• Follow-up & Engagement: Conduct follow-ups with families through phone, text, and email to keep them engaged and informed about available services.

Qualifications:

• Exceptional Hospitality Skills: Empathetic, clear, and reliable communication that builds trust and helps families navigate their situations with confidence.
• Consultative Sales Ability: Able to guide leads from initial interest through decision-making without high-pressure tactics.
• Organized & Detail-Oriented: Skillful in managing multiple priorities, adhering to regulatory requirements, and ensuring accurate follow-through on details.
• Relevant Experience: Minimum 2 years in hospitality, customer service, or consumer sales where handling delicate, nuanced situations was essential. Experience in crisis management, social work, or similar fields is a plus.