Customer Success Specialist I, Bilingual
New
P
PapaMember support
Remote, USFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Fluency in English (written and verbal) required. Bilingual proficiency in Spanish or Creole is preferred.
- Required Skills
- DocumentationProblem SolvingGoogle WorkspaceSlackZendeskHIPAAActive listeningData entry
Requirements
- Demonstrate strong verbal and written communication skills with a calm, empathetic tone.
- Actively listen and de-escalate sensitive situations with professionalism and compassion.
- Use problem-solving skills and sound judgment when offering resolutions or credits.
- Be highly organized and able to manage multiple calls, systems, and follow-ups simultaneously.
- Be comfortable using Zendesk, Slack, and Google Workspace.
- Maintain accurate, thorough documentation and meet data-entry standards.
- Adapt to a fast-paced, changing environment while maintaining service quality.
- Be available for scheduled shifts aligned with member demand, including some holidays and weekends as needed and assigned via shift bids.
- Meet work-from-home requirements, including a hardwired (Ethernet) internet connection and a distraction-free workspace during scheduled hours.
- Be fluent in English, written and verbal.
- Bilingual proficiency in Spanish or Creole is preferred.
Responsibilities
- Answer inbound member calls as the first point of contact and provide professional, compassionate support.
- Assist members with scheduling, rescheduling, or canceling Papa visits.
- Explain Papa’s services and guide members toward using their benefits.
- Coordinate real-time escalations with the Visit Support team.
- File and document member complaints by creating and updating Zendesk tickets.
- Use judgment to offer credits as service recovery when appropriate.
- Assess member concerns, explore solutions, and determine appropriate next steps.
- Document calls and interactions in the appropriate systems.
- Manage call volume while meeting service-level standards for empathy, professionalism, and response time.
- Handle sensitive member information, including confidential financial data, with discretion and in accordance with HIPAA and company protocols.
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