Bilingual Customer Service 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.

Bilingual proficiency is required. We proudly support communication across 70+ languages to serve our diverse customer base.

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 ’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

$23.50/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

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

Tuesday–Saturday, 8:00 AM–5:00 PM Onsite in Latham, NY After your first 6 Months

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

• 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

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