Bilingual Customer Service Representative

Public Partnerships LLC; Latham (NY); On-site; USD 47,000 - 56,000; Full time

Benefits offered by this job

Medical, dental & vision starting Day

401(k) retirement plan

Generous paid time off

Employee Assistance Program

Hybrid work after 6 months

Job summary

Public Partnerships LLC seeks a Customer Service Representative to support New Yorkers with disabilities and chronic health conditions in managing their care and staying independent at home. You will be the friendly, knowledgeable voice customers rely on, with strong benefits, growth opportunities, and a clear path forward.

Location: Onsite – Latham, NY, 12110. Salary: $23.50/hour plus up to 10% performance bonus and a $500 retention bonus at 6 months.

Qualifications

• Bilingual proficiency is required.
• Onsite position based in Latham, NY.
• Must be available to work any assigned 8-hour shift within Monday–Saturday, 8:00 AM–8:00 PM.
• Training: first 4 weeks, 8:00 AM–5:00 PM onsite; after training, Tue–Sat 8:00 AM–5:00 PM onsite.

Responsibilities

• Deliver exceptional customer service by handling high-volume inbound and outbound calls.
• Communicate clearly with diverse populations, including individuals with disabilities.
• Accurately document all customer interactions to meet audit and compliance standards.
• Manage administrative tasks such as support tickets, email, and mail routing.
• Develop and maintain knowledge of program rules, policies, and internal systems.
• Apply problem-solving and troubleshooting skills to address customer concerns and deliver timely resolutions.
• Thrive in a fast-paced environment by prioritizing tasks and maintaining high-quality work.

Skills

Bilingual proficiency

Customer service

Communication

Job description

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.

Language Requirements:

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 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

$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

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

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: https://pplfirst.com/cdpap 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! Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self‑direct” their own long‑term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state‑approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long‑term care and ensure the efficient use of taxpayer funded services.

Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at https://pplfirst.com/)