Overnight Funeral Home Customer Support

After.com is the new home for funerals. At After, we are dedicated to shifting the power from funeral homes to families. We believe in providing a better, easier and more affordable level of care than the industry alternative.

In this role, you will play a vital role in setting the tone for families' interactions with After. You will secure cases, dispatch and respond to inbound queries and communication, and handle support tickets in a timely fashion. Our Care Team interacts with the families we serve more than any other team in the company, so task management and people skills are absolutely essential to providing an exceptional service to families!

Monthly performance-based bonuses are available in addition to the hourly rate.

The primary hours of this role are as-needed, overnight, either 6pm-9am or 7pm-7am, depending on the day.

You may choose to work remotely or in-office for these after hours shifts. However, training will occur in-office and you will periodically be asked to attend in-person meetings and trainings at our office.

Qualifications

• Strong background in Customer Service preferred
• Goal-oriented and driven to succeed
• Task-driven and efficient, with strong background in making deadlines
• Adaptable and teachable, with a willingness to learn and improve
• Excellent communication and interpersonal skills
• Ability to build trust with individuals quickly
• Ability to speak calmly and in a professional empathetic tone at all times
• Strong organizational and time management skills
• Previous experience within the funeral industry is encouraged, but not required

Essential duties and responsibilities

• Answer our "First Call" phone line (you will take and make lots of calls each day!)
• Manage Aircall Missed Calls and Voicemails, ensuring they are assigned to relevant Care Specialists and that all notes are saved in email tool and CRM.
• Call leads received from the Form Lead Submissions line to provide families with After marketing materials and pitches.
• Quickly handle support tickets, potentially by phone, chat and email. Carrying out administrative tasks, such as assisting in ordering death certificates, may be necessarily to complete some tickets.
• Adhere to state statutes.
• Follow internal communication procedures, guidelines and policies.
• Provide the highest level of customer support and care to ensure all families needs are met.

This Job Is Ideal for Someone Who Is:

• Dependable -- more reliable than spontaneous
• Caring -- able to work with and support multiple grieving families a day
• People-oriented - enjoys interacting with people and working on group projects
• Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
• Detail-oriented -- is very attentive to the details of work and doesn't let things fall through the cracks
• Task-driven/efficient — able to juggle many tasks and meet critical deadlines
• High stress tolerance -- thrives in a high-pressure environment
• Startup experience -- experience or understanding of high-growth startup company environments a plus

Our office is located on a quiet campus with fantastic amenities, including a gym, delicious food trucks several times a week, access to the Murdock Trail, bike rentals and more.

We are excited to welcome a new member to our team at After.com. If you are interested in joining us in our mission to revolutionize the funeral industry, please apply now.

Job Types: Part-time, Contract

Pay: $16.00 per hour

Benefits:

• On-the-job training
• Referral program

Shift:

• Overnight shift

Application Question(s):

• How are you a good candidate for this position?
• Why do you want to work at After.com?

Language:

• Spanish (Preferred)

Ability to Commute:

• Orem, UT 84097 (Required)

Work Location: In person

Salary : $16