Bilingual Customer Service Representative

Public Partnerships | PPL; Latham (NY); On-site; USD 27,000 - 38,000; 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 (PPL) is hiring a Customer Service Representative to support New Yorkers with disabilities and chronic health conditions, helping them manage care and stay independent at home. The role starts onsite in Latham, NY, with a base pay of $23.50 per hour and potential bonuses.

The position offers benefits, a 401(k), generous PTO, and a hybrid option after six months. As the primary voice for participants, you will handle high-volume calls, document interactions, and navigate

Qualifications

• Bilingual proficiency required.

Responsibilities

• 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.

Skills

Bilingual proficiency

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.

Learn more about PPL and CDPAP at https://pplfirst.com/cdpap.

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.

_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!