Senior In-Office Client Support Specialist

Public Partnerships | PPL; Latham (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

Public Partnerships LLC is seeking an In Office Support Specialist to serve as the primary contact for clients in the Satellite offices in the New York City area. You will assist with inquiries, resolve issues, and provide support for services while maintaining high levels of customer satisfaction.

The role requires strong communication, detail orientation, and a passion for helping others. Office-based in Latham, NY, with standard Monday–Friday hours, and a compensation range of $55,000–$65,000

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• 3+ years of experience in customer service, client support, or a related field.
• 1+ years of experience in data analytics.

Responsibilities

• Greet Clients and resolve inquiries in the NYC satellite offices.
• Address and resolve client concerns, ensuring high satisfaction and follow-up as needed.
• Assist clients with account management and onboarding, including guidance on processes.
• Provide clear, accurate information on services, policies, and eligibility for care, budgets, and personal assistants.
• Document client interactions and resolutions in the CRM system for future reference.
• Collaborate with operations, finance, and compliance to resolve issues and ensure seamless service delivery.
• Escalate complex issues to supervisors to ensure timely resolution.
• Gather client feedback and suggest improvements to processes or services.
• Research authorization-related inquiries using internal databases and payer portals to resolve issues.
• Investigate timesheet pend issues and conduct outbound calls to gather needed information.
• Educate consumers and Personal Assistants on program guidelines and system use via outbound calls and training.
• Research and respond to escalations from MCOs and health plans per policy.

Skills

Communication skills

Problem solving

Customer-centric attitude

Organizational skills

Technical skills

Attention to detail

Team player

Education

High school diploma or equivalent

Associate or Bachelor's degree preferred

Tools

CRM software

Microsoft Office

Email and chat systems

Job description

Public Partnerships LLC is seeking an In Office Support Specialist to serve as the primary contact for clients in the Satellite offices in the New York City area. You will assist with inquiries, resolve issues, and provide support for services while maintaining high levels of customer satisfaction.

The role requires strong communication, detail orientation, and a passion for helping others. Office-based in Latham, NY, with standard Monday–Friday hours, and a compensation range of $55,000–$65,000