Office Support Specialist

Position: In Office Support Specialist
Location: City of Rochester

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 .
** Job Summary
** The In Office Support Specialist is the primary point of contact for clients, assisting with inquiries, resolving issues, and providing support related to the services we offer in the Satellite offices in the New York City area. This role requires strong communication skills, attention to detail, and a passion for helping others. The In Office Support Specialist plays a key role in ensuring that our clients receive timely and accurate assistance while maintaining high levels of customer satisfaction.
** Key Responsibilities**
* ** Customer Support:
** Greet Consumers, Personal Assistants, and other clients to resolve issues, questions and general concerns that are brough to their attention.
* ** Problem Resolution:
** Address and resolve client concerns, complaints, and issues, ensuring a high level of satisfaction and providing follow-up as needed.
* ** Account Management:
** Assist clients with providing guidance on processes, system navigation, and service-related queries.
* ** Service Information:
** Provide clients with clear, accurate information regarding services, policies, procedures, and eligibility for care, budgets, and personal assistants.
* ** Documentation:
** Accurately document client interactions, requests, and resolutions in the CRM system for future reference and reporting.
* ** Quality Assurance:
** Ensure all interactions meet company standards for professionalism, accuracy, and compliance with relevant regulations. Participate in training sessions to stay current on product offerings, company policies, and industry regulations to provide the best possible service.
* ** Feedback Collection:
** Gather client feedback and suggest improvements to processes or services based on customer interactions.
* ** Consumer & PA Education and System Training:
** Conducts outbound calls and other communications to educate and train consumers and their Personal Assistants on program guidelines, policies, and the effective use of internal systems and tools.
* ** Registration & Verification Support:
** Assist the Senior In‑Office Support Specialist by performing entry‑level registration and verification tasks such as I‑9 processing, payment method verification, and document management.
* All other duties as assigned.
** Requirements**
* ** Communication

Skills:

** Excellent verbal and written communication skills, with the ability to explain complex information in a clear and empathetic manner.
* ** Problem-Solving:
** Strong problem-solving abilities, with a focus on resolving customer issues efficiently and effectively.
* ** Customer-Centric Attitude:
** A passion for helping others and a strong commitment to providing exceptional customer service.
* ** Organizational

Skills:

** Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
* ** Technical

Skills:

** Comfortable using customer relationship management (CRM) software and other office technologies (e.g., Microsoft Office, email, chat systems).
* ** Attention to Detail:
** High attention to detail, ensuring that all client information is recorded accurately and consistently.
* ** Team Player:
** Ability to work collaboratively with a diverse team to achieve company goals and provide excellent service.
** Qualifications
* **
* Education:

** High school diploma or equivalent required; associate or bachelor's degree preferred. Substantial professional experience in a related field may be considered in lieu of formal degree.
*
* Experience:

** 1+ years of experience in customer service, client support, or a related field.
** Working Conditions
** Onsite in NY Offices: M-F (8:00am - 5:00pm ET)
**…