Customer Success Specialist
New
Remote USFull-Time
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Languages
- Fluency in English (written and verbal) required. Bilingual proficiency in Spanish or Creole is preferred.
- Required Skills
- Google WorkspaceSlackZendesk
Requirements
- Strong verbal and written communication skills with a calm, empathetic tone.
- Proven ability to actively listen and de-escalate sensitive situations with professionalism and compassion.
- Strong problem-solving skills and sound judgment when offering resolutions or credits.
- Highly organized with the ability to manage multiple calls, systems, and follow-ups simultaneously.
- Comfortable using support platforms like Zendesk, Slack, and Google Workspace.
- Accurate and thorough documentation habits, with attention to detail and data entry standards.
- Ability to adapt in a fast-paced, changing environment while maintaining service quality.
- Availability to work scheduled shifts that align with member demand, including some holidays and weekends as needed and assigned via shift bids.
- Ability to adhere to Papa’s work-from-home requirements, including a hardwired (Ethernet) internet connection, and a distraction-free workspace during scheduled hours.
Responsibilities
- Serve as the first point of contact for members, providing friendly, professional, and compassionate support.
- Support members with scheduling, rescheduling, or canceling Papa visits based on their unique needs and preferences.
- Clearly explain Papa’s services—such as companionship, transportation, light housework, and post-discharge support—and guide members toward making the most of their benefits.
- Coordinate real-time escalations with the Visit Support team to ensure member concerns are promptly addressed and resolved.
- Accurately file member complaints and concerns by creating and updating Zendesk tickets, ensuring appropriate documentation and timely escalation when necessary.
- Use critical thinking and good judgment to offer credits as a form of service recovery when warranted, ensuring member satisfaction and alignment with Papa’s guidelines.
- Assess member concerns, explore potential solutions, and determine the best course of action to address their needs while maintaining service standards.
- Document all calls and interactions thoroughly in the appropriate systems to ensure continuity of care and compliance with internal standards.
- Manage a steady volume of calls while maintaining high-quality standards for empathy, professionalism, and response time.
- Engage with members in a respectful, compassionate manner—especially during challenging or emotional situations.
View Full Description & ApplyYou'll be redirected to the employer's site
