Customer Support Representative

Public Partnerships•Albany, NY

21h•$20 - $22•Onsite

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.  We are appointed by states and managed healthcare organizations to be tter serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results -oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com ). Candidates should have availability to work any scheduled hours between 8:00 a.m. and 8:00 p.m., Monday through Saturday. Please note that this role requires full onsite presence Monday through Friday at our Latham, NY location.

Requirements

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Expected to have excellent verbal, written communication, and troubleshooting skills.
Demonstrated understanding and ability to work with persons with disabilities.
Ability to compose reports, business correspondence, and procedure manuals.
Excellent verbal and written communication skills.
Ability to troubleshoot.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Excellent attention to detail and ability to manage time effectively in a fast-paced environment.
Knowledge of Microsoft Windows, Excel and Word preferred.
Education: High school degree or equivalent required.
Experience: 6-month call center experience preferred; or 1-year customer service.

Responsibilities

Customer Communication: Responds to inbound/outbound call inquiries.
Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.
Responds to all inquiries in a professional, friendly, and timely manner, public-service oriented and understands the needs and works effectively with persons with disabilities.
Administrative & Documentation: Performs support ticket transaction resolution tasks and administrative functions.
Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries.
Responsible for maintaining adequate records/documentation for audit and internal control purposes.
Routes mail, email, and other administrative support duties as assigned.
Program & Platform Knowledge: Responsible for learning program rules of assigned projects to ensure ability to respond to customer service inquiries.
Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities.