Customer Service Representative

Customer Service Representative – Public Partnerships LLC (PPL)

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. 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

• $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

• 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, 8:0 AM–5:00 PM Onsite in Latham, NY

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.

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

We value a diverse, multilingual workforce and encourage candidates who speak any language to apply. This position offers a $1.50/hour bilingual premium.

• 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

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…