- Serve as the first point of contact for members, providing friendly, professional, and compassionate support.
- Assist with scheduling, rescheduling, or canceling Papa visits based on their unique needs and preferences.
- Clearly explain Papa’s services and guide members toward making the most of their benefits.
- Coordinate real-time escalations with the Visit Support team.
- Accurately file member complaints and concerns by creating and updating Zendesk tickets.
- Use critical thinking and good judgment to offer credits as a form of service recovery.
- Utilize Problem-Solving Skills: Assess member concerns, explore potential solutions, and determine the best course of action.
- Maintain Accurate Records: Document all calls and interactions thoroughly in the appropriate systems.
- Meet Service-Level Standards: Manage a steady volume of calls while maintaining high-quality standards.
- Demonstrate Empathy and Active Listening: Engage with members in a respectful, compassionate manner.
- Support Team Communication: Collaborate with internal teams through Slack and other tools.
Google WorkspaceSlackZendesk