Customer Support Representative

Public Partnerships•Latham, NY

4d•Hybrid

About The Position

Customer Service Representative Looking for a stable, meaningful job where your work truly helps others? At Public Partnerships LLC (PPL), you’ll support New Yorkers with disabilities and chronic health conditions as they manage their care and stay independent at home. You’ll be the friendly, knowledgeable voice people rely on, and we’ll support you with strong benefits, growth opportunities, and a clear path forward! Public Partnerships LLC (PPL) supports people who use long-term care services to self-direct their care. As the Statewide Fiscal Intermediary for New York’s CDPAP program, PPL helps ensure individuals can live independently with the support they need. Learn more: https://pplfirst.com/cdpap The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities, or skills of personnel so classified Public Partnerships is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PPL will not tolerate discrimination or harassment based on any of these characteristics. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Requirements

Full attendance required during the first 4 weeks of training (two weeks formal training + two weeks shadowing)

Nice To Haves

Candidates who speak any language are encouraged to apply.
Hybrid opportunity after 6 months (2–3 days/week) based on performance
Eligible for shift bid scheduling after 6 months
Eligible for hybrid work (2–3 remote days/week) after 6 months

Responsibilities

Deliver exceptional customer service by handling high-volume inbound and outbound calls with professionalism, empathy, and efficiency
Communicate clearly and effectively with diverse populations, including individuals with disabilities, ensuring a supportive and inclusive experience
Accurately document all customer interactions, inquiries, and resolutions to meet audit and compliance standards
Manage administrative tasks such as support tickets, email, and mail routing while maintaining strong attention to detail
Develop and maintain in-depth knowledge of program rules, policies, and internal systems to resolve customer inquiries confidently
Apply strong problem-solving and troubleshooting skills to address customer concerns and deliver timely resolutions
Thrive in a fast-paced environment by effectively prioritizing tasks, managing time, and maintaining high-quality work standards