Customer Success Specialist ; Randstad

Remote, US

Customer Success Specialists are the welcoming voice of Papa, serving as the first point of contact for members calling in with questions, concerns, or needs. Every interaction is an opportunity to provide reassurance, build trust, and make meaningful connections—often during vulnerable moments in a member’s life.

Specialists are responsible for assisting with scheduling and canceling visits, resolving real-time concerns, filing member complaints, and coordinating escalations to the social navigation team when additional care is needed. Through compassionate and clear communication, they guide members toward the services and support Papa offers—whether that’s companionship, transportation, help around the home, or support after a hospital discharge.

This role requires strong listening skills, patience, and a genuine desire to help others. Specialists not only resolve immediate needs but also uncover opportunities to connect members to the broader benefits of their Papa program—ensuring every member feels heard, valued, and supported.

• Answer Inbound Member Calls: Serve as the first point of contact for members, providing friendly, professional, and compassionate support.
• Assist with Scheduling Needs: Support members with scheduling, rescheduling, or canceling Papa visits based on their unique needs and preferences.
• Provide Service
  
  Education:
  
  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.
• Handle Escalations with Care: Coordinate real-time escalations with the Visit Support team to ensure member concerns are promptly addressed and resolved.
• File and Document Member Complaints: Accurately file member complaints and concerns by creating and updating Zendesk tickets, ensuring appropriate documentation and timely escalation when necessary.
• Offer Resolution Through Credits When Appropriate: 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.
• Utilize Problem‑Solving
  
  Skills:
  
  Assess member concerns, explore potential solutions, and determine the best course of action to address their needs while maintaining service standards.
• Maintain Accurate Records: Document all calls and interactions thoroughly in the appropriate systems to ensure continuity of care and compliance with internal standards.
• Meet Service-Level Standards: Manage a steady volume of calls while maintaining high-quality standards for empathy, professionalism, and response time.
• Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPAA and company protocols.
• Demonstrate Empathy and Active Listening: Engage with members in a respectful, compassionate manner—especially during challenging or emotional situations.
• Support Team Communication: Collaborate with internal teams through Slack and other tools to ensure timely responses, proper handoffs, and member-focused solutions.
• Handle sensitive member information, including personal and confidential financial data, with discretion and in accordance with HIPPA and company protocols.

• 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…