Apply📍 United States
🧭 Full-Time
🔍 Healthcare
- Commitment to integrity and ethical, unbiased decision-making regarding Member and Pal complaints.
- Ability to resolve customer incidents with empathy and decisiveness, while adhering to company policies and procedures.
- Strong command of customer care skills such as active listening, de-escalation, professionalism, and courtesy to all members of the Papa community.
- Ability to multitask: You can conduct research and speak on the phone while simultaneously operating several applications (including but not limited to) G-Suite, Zendesk, and more. Ability to quickly research and analyze phone calls, live conversations, and internal data.
- Ability to work productively in a fast paced environment without direct supervision.
- Exceptional written skills: You take excellent and organized notes, can summarize information concisely, and can polish your writing to be client-facing.
- Exceptional verbal communication skills: You are a skilled communicator and listener. You are an expert at de-escalating tension with our community of Members and Pals, and your interactions with our community yield resolution and satisfaction.
- Exceptional organizational skills: You can keep track of multiple deadlines and project manage and prioritize your work accordingly.
- Commitment to supporting a diverse, inclusive, and collaborative work environment.
- Works productively in a fast paced environment.
- Critical thinking and strong decision making skills.
- Collaborates well with peers and cross functional teams.
- Ability and willingness to adapt to changing work environments which shift direction and tasks throughout the day.
- Communication skills are clear, precise, engaging and compassionate.
- Committed to supporting a diverse, inclusive, and collaborative work environment.
- Meet key performance indicators for triaging inbound cases by appropriately categorizing the cases, and summarizing the cases in professional, succinct language.
- Resolve general support cases on a daily and weekly average.
- Immediately identify and flag safety concerns to appropriate internal teams.
- Summarize case details in clear and concise client-facing language.
- Help the team by stepping in to support in-bound calls, triage, and general support cases, as needed for load balancing.
- Be able to work either standard weekday and daytime shifts, or weekend and evening shifts (we have roles for both).
SQLCommunication SkillsAnalytical SkillsMicrosoft ExcelProblem SolvingCustomer serviceMicrosoft OfficeAttention to detailOrganizational skillsWritten communicationMultitaskingCritical thinkingEmpathyVerbal communicationTroubleshootingActive listeningData entryCustomer support
Posted about 20 hours ago
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