Visit Success Specialist
Posted on Thursday, January 19, 2023
Papa is a new kind of care, built on human connection. Across the country, health plans and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals, trained and vetted companions, who provide a helping hand and an open ear, resulting in less loneliness and better health.
Founded in 2017 and headquartered in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision Fund 2, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com.
Papa is an equal opportunity employer. We proudly support the ParityPledge® for gender and racial parity at the highest levels of business.
About the Role
As a Visit Success Specialist, you will be mainly devoted to filling 100% of the company's visits. You will be assisting Pals and Members by confirming visits with Members and outreach to Pals to book same day or future visits. A qualified candidate would be passionate about helping others, a great communicator, and able to work in a fast paced environment while also providing the best customer service.
Efficiently balance call volume and handle time while providing high quality service during all types of communication, including but not limited to, calls, text, and chat, in accordance with company policies and procedures
Strong Customer Service Skills with ability to resolve customer issues in real time
Effective, concise and clear written and verbal communication skills that translates well to various audiences through SMS and call based work
Ability and willingness to adapt to changing work environments which shift direction and tasks throughout the day
Detailed attention in following scripts and decision flow charts
Tech-savvy with experience working in multiple computer systems simultaneously
Works well cross functionally, while communicating effectively
Works productively in a fast paced environment
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
High school diploma or general education degree (GED)
Customer-centric mentality with 2-3 years of experience in a medium to high-volume call center
Customer Service experience 3+
Experience with remote work 2-3 years
Spanish or Creole speaker a plus
At Papa, we believe in caring for each other. In addition to competitive salaries and challenging work assignments we offer medical, dental and vision insurances, mental health and emotional wellbeing support tools, equity packages; 401k Plan with match of up to 4%, generous gender neutral parental leaves and PTO, lunch stipends and employee events that promote work life balance and camaraderie.
Job Type: Full-time
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
Papa will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.
Papa’s culture is People-first. While we have an incredible team of hard working Papa people, at the end of the day, our company is really about family and community – and we celebrate that among our employees. We encourage everyone to truly bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person.
We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.
Papa’s mission is at the core of our total rewards philosophy wherein we attract and retain high potential talent aligned with our journey. We offer gender neutral and inclusive parental leave policies that offer up to 16 weeks of 100% paid parental leave. We immensely value the benefits of a flexible workplace, while designing remote-first principles we ensured that Papa people feel psychologically safe about their career interests while being remote.
Beyond benefits: We want to take care of the whole employee and their families. To stay true to this commitment, we offer family care leave in addition to a generous paid time off policy, 401(k) match up to 4%; family forming support through access to Carrot; emotional health support tools through our medical plans such as Ginger, Happify ; access to women’s leadership network CHIEF to our senior women leaders and a host of events through a monthly culture calendar that enable emotional connectedness in a remote work environment.