Visit Success Specialist I (Randstad)

 

Papa, and our Papa Pals represent a new category of care, to quite literally meet our members where they are. Social determinants of health, including the loneliness public health crisis, greatly impact people’s health and their lives. The Papa team and our tens of thousands of Papa Pals are here to provide companionship, support, and care to millions of families.

Backed by excellent partners, Papa has raised $240M in funding. Our investors include SoftBank Vision Fund 2, TCG, Tiger Global Management, Canaan, Comcast Ventures, Pivotal Ventures (Melinda Gates’ fund), Initialized Capital, Sound Ventures (Ashton Kutcher’s fund), YCombinator, Operator Partners, and Magnify Ventures.

Papa, Inc. is an equal opportunity employer. We proudly support the ParityPledge® for gender and/or racial parity at the highest levels of business.

About the Role

As a Visit Success Specialist, you will focus on ensuring each Papa visit interaction happens by following set decision-making workflows. You will assist pals and members with booking future visits, confirming visits, monitoring and flagging issues in visits in real-time. This candidate is passionate about helping others, a great communicator, and can work in a fast-paced environment while providing the best customer service. They are also solid decision-makers and can connect the dots of their daily tasks to their business impact. 

Your Responsibilities

• Making it Happen! Strong business decision-making abilities that allow for needed deviations from the workflows and processes. Empowered to make it happen for our customers. 
• Customer-obsessed mentality. Passionate about helping customers and connecting the dots on how their daily responsibilities impact the customers directly. Works towards solving customer problems on the spot or escalating further, if needed. 
• Strong Communication. Strong written and verbal communication skills to customers through SMS and call-based work as well as communicating internally to key stakeholders or leaders. 
• Adaptability is key. Willingness to adapt to changing work environments which shift direction and tasks throughout the day. Involved in peer to peer shadowing and training to gain insight and be a partner to drive process improvements within the team. 
• Detailed-oriented. Detailed in applying workflows and processes and intentional about any deviations to provide stronger results. Understands the importance and impact of small workflow and process adjustments.  
• Tech-savvy. Experience working in multiple computer systems simultaneously, and open to learning new technologies and tools to make your work more efficient. 
• Team Player. Works well cross-functionally while communicating effectively. Takes pride in team results and is invested in improving overall team performance through sharing insight and learnings. 

Requirements:

• Works productively in a fast-paced environment.
• Strong decision-making skills.
• Provides quality service while meeting the needs of the customer.
• Collaborates well with peers and cross-functional teams.
• Communication skills are clear, precise, and engaging.
• Fluent in English. 
• Committed to supporting a diverse, inclusive, and collaborative work environment.

• Ability to adhere to work-from-home policy, including, but not limited to, a hardwired (Ethernet) network connection and distraction-free environment during working hours and the expectation to leverage the tools and technology provided by Papa.

Required Qualifications:

• High school diploma or general education degree (GED).
• Customer-obsess mentality. 3+  years of Customer Service experience.
• Experience with remote work for 1+ years.
• Spanish or Creole speaker a plus.

Location: 

• Remote US 

Salary & Benefits:

• At Papa, we believe in caring for each other. In addition to competitive salaries and challenging work assignments, we offer medical, dental, and vision insurance; mental health and emotional well-being support tools, equity packages; 401k Plan with a match of up to 4%; generous gender-neutral parental leaves and PTO