Customer Service Representative

WNY Independent Living Inc.; Buffalo (NY); On-site; USD 40,000 - 42,000; Full time

Job summary

WNY Independent Living Inc. in Buffalo, NY seeks a full-time Customer Service Representative to handle department calls and support staff with documentation and processing. The role includes general office duties and data entry to keep records consistent.

Responsibilities include responding to inquiries, updating demographics in databases, addressing complaints, and assisting with PPE requests. A high school diploma or GED is required, with an Associate degree preferred.

Qualifications

• High school diploma or equivalent required; an Associate degree is acceptable.
• Two years of general office work with HS diploma; one year with an Associate.
• Experience working with individuals with disabilities is preferred.

Responsibilities

• Answer and direct all Taking Control calls to appropriate staff.
• Return Consumer and PA phone calls within 24 hours of initial contact.
• Respond to inquiries based on knowledge of the program.
• Assist program staff with documentation management and processing.
• Address and mail: utilization letters, reauthorization letters and availability lists.
• Assist in updating demographics for Consumers, DCWs and PAs in relevant databases.
• Assist in handling complaints to the Customer Service Team by Consumers, DCWs or PAs.
• Assist in fulfilling PPE supply requests.

Skills

Typing 35 wpm

Phone handling

Basic computer skills

Education

High school diploma or equivalency

Associate degree in business

Tools

Excel

Job description

Buffalo, NY. WNY Independent Living. Customer Service Representative.

FT. Benefits. $40,000- $42,000/Year.

Closing Date: October 2, 2026

Description

Answer incoming department calls and direct them to the appropriate staff. Assist program staff with documentation management and processing. Perform general office duties.

Specific Duties & Responsibilities

• Answer and direct all outside Taking Control calls to appropriate staff.
• Return all Consumers and Personal Assistants phone calls, regarding the same

issues above, within 24-hours of initial contact.

• Respond to inquiries based on knowledge of the program.
• Assist program staff with documentation management and processing.
• Address and mail the following as needed: utilization letters, reauthorization letters and

availability lists.

• Assist with accurately entering/updating demographics for both Consumers, DCWs

and PAs, including any temporary changes, into the relevant databases while ensuring that the data housed in all databases is consistent.

• Assist in handling complaints made to the Customer Service Team by Consumers,

DCWs or PAs related to Taking Control Self-Directed Home Care program.

• Assist in fulfilling requests from Consumers for PPE supplies.

Education & Training

High school diploma or equivalency

OR

Associate Degree in a business-related field

Professional and life experience may be considered in lieu of, in full or part of academic credentials.

KNOWLEDGE & EXPERIENCE (if Required)

Experience working with individuals with disabilities is preferred.

High school diploma or equivalent requires two (2) years of work experience in general office work.

Associate degree requires one (1) year of work experience in general office work.

Skills & Abilities

Must be able to type thirty-five (35) words per minute and answer the telephone.

Must have basic level of knowledge of computers including the use of Excel spreadsheets, databases, word processing and networks.

Perform in a professional, conscientious, and efficient manner for the purpose of ensuring a better quality of life for persons with disabilities.

Submit Resume And Cover Letter To

Human Resources Dept.

WNY Independent Living, Inc.

3108 Main St.

Buffalo, N.Y. 14214

Email: [e-mail]