Customer Support Representative

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. 

Candidates MUST have availability to work any scheduled hours between 8:00 a.m. and 5:00 p.m., Tuesday through Saturday. Please note that this role requires full onsite presence at our Latham, NY location.

Job Summary

Duties & 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.

Required Skills:

• 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.

Qualifications:

Education: 

• High school degree or equivalent required.

Experience: 

• 6-month call center experience preferred; or 1-year customer service. 

Working Conditions: 

Onsite in Latham Office: Tuesday - Saturday

Compensation & Benefits:  

• 401k Retirement Plan

• Medical, Dental and Vision insurance on first day of employment

• Generous Paid Time Off 

• Employee Assistance Program and more!

• Base pay may vary depending on skills, experience, job-related knowledge, and location. 

• Certain positions may also be eligible for a performance-based incentive as part of total compensation. 

Compensation Range: $22/hour + 10% Bonus

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!