In Office Support Specialist

Public Partnerships•Rochester, NY

1d•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 (PPL) helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care. Known as consumer direction in New York, this long-term care model empowers people to take control of who provides their services and where. PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025. We, along with a diverse alliance of service partners across the state, will be supporting the delivery of culturally sensitive and disability competent care to CDPAP participants. We are looking for people who share our passion for helping New Yorkers live happy, healthy, and independent lives to support CDPAP consumers and their personal assistants across a broad spectrum of services and functions. Our culture attracts and rewards people who are compassionate, results-oriented, and driven to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, consumer-focused environment, and who want to make a difference in helping transform the lives of the people we serve. Learn more about PPL and CDPAP at https://pplfirst.com/cdpap . Job Summary The In Office Support Specialist is the primary point of contact for clients, assisting with inquiries, resolving issues, and providing support related to the services we offer in the Satellite offices in the New York State. This role requires strong communication skills, attention to detail, and a passion for helping others. The In Office Support Specialist plays a key role in ensuring that our clients receive timely and accurate assistance while maintaining high levels of customer satisfaction.

Requirements

Excellent verbal and written communication skills, with the ability to explain complex information in a clear and empathetic manner.
Strong problem-solving abilities, with a focus on resolving customer issues efficiently and effectively.
A passion for helping others and a strong commitment to providing exceptional customer service.
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Comfortable using customer relationship management (CRM) software and other office technologies (e.g., Microsoft Office, email, chat systems).
High attention to detail, ensuring that all client information is recorded accurately and consistently.
Ability to work collaboratively with a diverse team to achieve company goals and provide excellent service.

Nice To Haves

Associate or bachelor's degree preferred.
Bilingual (Spanish) candidates are highly preferred.

Responsibilities

Deliver responsive, high-quality support to consumers, personal assistants, and clients by addressing inquiries, service-related questions, and system navigation needs while ensuring a positive customer experience.
Provide clear guidance on program eligibility, care budgets, policies, procedures, and available services while building trust through professional and client-focused communication.
Resolve client concerns, complaints, and service issues efficiently, providing appropriate follow-up to ensure satisfaction and timely resolution.
Support operational processes through entry-level registration and verification activities, including I-9 processing, payment method verification, and document management in partnership with senior support staff.
Maintain accurate documentation of client interactions, requests, and resolutions within CRM systems while ensuring adherence to company standards, compliance requirements, and quality expectations.
Conduct client education and outreach initiatives, gather feedback from customer interactions, and identify opportunities to improve processes, training, and overall service delivery.