Customer Service Representative

Job Description

Job Description

Customer Service Representative

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!

• Location: Onsite – Latham, NY, 12110
• $22/hour + up to 10% performance bonus
• $500 retention bonus at 6 months based on performance
• Hybrid opportunity after 6 months (2–3 days/week) based on performance
• Medical, dental & vision starting Day 1
• 401(k) retirement plan
• Generous paid time off
• Employee Assistance Program

Schedule Snapshot

Training (First 4 Weeks)

• Monday–Friday, 8:00 AM–5:00 PM
• Onsite in Latham, NY
• Includes two weeks of formal training and two weeks of job shadowing
• Full attendance required

After Training (First 6 Months)

• Tuesday–Saturday, 8:00 AM–5:00 PM
• Onsite in Latham, NY

After your first 6 Months

• Availability Requirement: Employees MUST be available to work any assigned 8-hour shift within our operating hours of Monday–Saturday, 8:00 AM–8:00 PM . Through the shift bidding process, you'll be scheduled for a consistent 8-hour shift within this window—not the full 12-hour span.

Based on performance, employees become eligible for:

• Shift bidding opportunities
• Hybrid work (2–3 remote days per week)
• Additional schedule options

Language 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 Do

• 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

About PPL

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:

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!

PPL First is a financial management services company that supports self-directed healthcare programs, helping people especially Medicaid participants manage their care and hire their own caregivers. We specialize in simplifying complex processes like payroll, budgeting, and compliance so participants, caregivers, and organizations can focus on care rather than paperwork. PPL First is deeply mission-driven, working to make self-directed care accessible and empowering individuals to take control of their healthcare experience. Working at PPL First offers an opportunity to make a meaningful impact, collaborate with a passionate team, and help improve how care is delivered for hundreds of thousands of people.

Company Description

PPL First is a financial management services company that supports self-directed healthcare programs, helping people especially Medicaid participants manage their care and hire their own caregivers. We specialize in simplifying complex processes like payroll, budgeting, and compliance so participants, caregivers, and organizations can focus on care rather than paperwork. PPL First is deeply mission-driven, working to make self-directed care accessible and empowering individuals to take control of their healthcare experience. Working at PPL First offers an opportunity to make a meaningful impact, collaborate with a passionate team, and help improve how care is delivered for hundreds of thousands of people.