Support Specialist

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. 

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 State. 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

Client Support & Relationship Management

• Deliver responsive, high-quality support to consumers, personal assistants, and clients by addressing inquiries, service-related questions, and system navigation needs while ensuring a positive customer experience.
• Provide clear guidance on program eligibility, care budgets, policies, procedures, and available services while building trust through professional and client-focused communication.

Issue Resolution & Operational Support

• Resolve client concerns, complaints, and service issues efficiently, providing appropriate follow-up to ensure satisfaction and timely resolution.
• Support operational processes through entry-level registration and verification activities, including I-9 processing, payment method verification, and document management in partnership with senior support staff.

Documentation, Compliance & Continuous Improvement

• Maintain accurate documentation of client interactions, requests, and resolutions within CRM systems while ensuring adherence to company standards, compliance requirements, and quality expectations.
• Conduct client education and outreach initiatives, gather feedback from customer interactions, and identify opportunities to improve processes, training, and overall service delivery.

Requirements

• Excellent verbal and written communication skills, with the ability to explain complex information in a clear and empathetic manner. 
• Strong problem-solving abilities, with a focus on resolving customer issues efficiently and effectively. 
• A passion for helping others and a strong commitment to providing exceptional customer service. 
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. 
• Comfortable using customer relationship management (CRM) software and other office technologies (e.g., Microsoft Office, email, chat systems). 
• High attention to detail, ensuring that all client information is recorded accurately and consistently. 
• 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 may be considered in lieu of a formal degree 

Experience: 1+ years of experience in customer service, client support, or a related field. Bilingual (Spanish) candidates are highly preferred.

Certifications: list or N/A

Working Conditions:

• On Site 5 days a week at our satellite office in Rochester, NY
• Monday to Friday 8:00am – 5:00pm EST

Compensation: $20.43 - $25.00 / hourly

This role is eligible for a base salary within the posted range. Actual compensation will be determined based on a variety of factors, including skills, experience, and geographic location. Compensation may vary for positions based in high cost-of-labor markets.

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!