Customer Service Representative

Customer Service RepresentativeAt 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!Location: Onsite Latham, NY, 12110$22/hour + up to 10% performance bonus$500 retention bonus at 6 months based on performanceHybrid opportunity after 6 months (23 days/week) based on performanceMedical, dental & vision starting Day 1401(k) retirement planGenerous paid time offEmployee Assistance ProgramSchedule SnapshotTraining (First 4 Weeks)MondayFriday, 8:00 AM5:00 PMOnsite in Latham, NYIncludes two weeks of formal training and two weeks of job shadowingFull attendance requiredAfter Training (First 6 Months)TuesdaySaturday, 8:00 AM5:00 PMOnsite in Latham, NYAfter your first 6 MonthsAvailability Requirement: Employees MUST be available to work any assigned 8-hour shift within our operating hours of MondaySaturday, 8:00 AM8:00 PM. Through the shift bidding process, you'll be scheduled for a consistent 8-hour shift within this windownot the full 12-hour span.Based on performance, employees become eligible for:Shift bidding opportunitiesHybrid work (23 remote days per week)Additional schedule optionsLanguage Skills Desired: We value a diverse, multilingual workforce and encourage candidates who speak any language to apply. This position offers a $1.50/hour bilingual premium.What You'll DoDeliver exceptional customer service by handling high-volume inbound and outbound calls with professionalism, empathy, and efficiencyCommunicate clearly and effectively with diverse populations, including individuals with disabilities, ensuring a supportive and inclusive experienceAccurately document all customer interactions, inquiries, and resolutions to meet audit and compliance standardsManage administrative tasks such as support tickets, email, and mail routing while maintaining strong attention to detailDevelop and maintain in-depth knowledge of program rules, policies, and internal systems to resolve customer inquiries confidentlyApply strong problem-solving and troubleshooting skills to address customer concerns and deliver timely resolutionsThrive in a fast-paced environment by effectively prioritizing tasks, managing time, and maintaining high-quality work standardsAbout PPLPublic 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.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!