Responsibilities
- Own the Outcome: Use strong critical thinking and business judgment to support Pals with visit-related needs, resolve concerns—including pay issues—and make the right decisions, even when workflows require thoughtful deviations. You are empowered to make it happen for our customers.
- Master Time Management: Manage multiple tasks and communication channels (calls, chats, tickets) while balancing shifting priorities throughout the day. Effectively prioritize and follow through to completion in a fast-paced environment.
- Resolve in One Touch: Aim for one-interaction resolution by applying broad knowledge of Papa’s departments and processes. Think creatively, document thoroughly, and deliver well-rounded solutions in the moment.
- Be Customer-Obsessed: Passionate about helping others, you understand how each interaction directly impacts the customer experience. You work to solve problems quickly and thoughtfully—escalating when necessary with care and urgency.
- Communicate with Clarity: Demonstrate strong verbal and written communication skills with Pals, members, and internal stakeholders. You represent Papa’s values in every interaction, whether it’s over the phone, in chat, or through tickets.
- Embrace Change: Thrive in a dynamic environment where processes evolve regularly. You are adaptable, open to new ways of working, and help champion innovation within the team.
- Operate with Precision: Handle sensitive personal, insurance, and pay-related information with a high level of care. You notice the small things, investigate thoroughly, and identify trends or technical issues for escalation when needed.
- Be Tech-Savvy: Comfortably work across multiple systems and platforms at once. You’re eager to learn new tools and leverage technology to improve efficiency and accuracy.
- Collaborate and Contribute: Partner effectively across teams, sharing insights, best practices, and learnings to strengthen overall team performance. You celebrate team success and help others grow.
Requirements
- Minimum of 1 years of experience in customer service, support, or call center environments preferred
- Strong written and verbal communication skills, especially in high-volume, multi-channel environments (calls, chats, tickets)
- Exceptional organizational skills and the ability to manage multiple tasks and priorities simultaneously
- Strong attention to detail with a focus on accuracy in documentation, trend identification, and escalation protocols
- Customer-obsessed mindset with a proven ability to problem-solve quickly and empathetically
- Adaptable and comfortable with change in a fast-paced, evolving environment
- Technically confident—able to work efficiently across various digital tools, platforms, and internal systems
- Fluency in English (written and verbal) required
- 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
Nice to Have
- Experience handling sensitive data (e.g., payroll, insurance, or member information) is strongly preferred
- Previous experience working across multiple systems or platforms simultaneously
- Excellent critical thinking and decision-making skills with the ability to adapt workflows based on real-time needs
- Bilingual proficiency in Spanish or Haitian Creole preferred
Benefits
- medical, dental and vision insurances
- mental health and emotional wellbeing support tools
- 401k Plan with match of up to 4%
- generous gender neutral parental leaves
- PTO
- lunch stipends
- employee events that promote work life balance and camaraderie
Work Arrangement
Remote (Worldwide)
