Customer Success Specialist I Bilingual (Randstad)

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.

Key Responsibilities:

• 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 ca