CDPAP Consumer Support Representative -NY (Bilingual Mongolian)

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. 

Duties & Responsibilities:

• Responds to inbound/outbound call inquiries.

• Initiates outbound calls to respond to inquiries and to follow-up with previous contacts.

• Responds to all inquiries in a professional, friendly, and timely manner, public-service oriented and understands the needs and works effectively with persons with disabilities.

• Performs support ticket transaction resolution tasks and administrative functions.

• Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries.

• Responsible for maintaining adequate records/documentation for audit and internal control purposes.

• Routes mail, email, and other administrative support duties as assigned.

• Responsible for learning program rules of assigned projects to ensure ability to respond to customer service inquiries.

• Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities

Required Skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Expected to have excellent verbal, written communication, and troubleshooting skills.

• Demonstrated understanding and ability to work with persons with disabilities.

• Ability to compose reports, business correspondence, and procedure manuals.

• Excellent verbal and written communication skills.

• Ability to troubleshoot.

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• Excellent attention to detail and ability to manage time effectively in a fast-paced environment.

• Knowledge of Microsoft Windows, Excel and Word preferred.

Qualifications:

Education: 

• High school degree or equivalent required.

Experience: 

• 6-month call center experience preferred; or 1-year customer service. 
• Bilingual Preferred

Working Conditions: 

Remote setting

Compensation & Benefits:  

• 401k Retirement Plan
• Medical, Dental and Vision insurance on first day of employment
• Generous Paid Time Off 
• Employee Assistance Program and more!
• Base pay may vary depending on skills, experience, job-related knowledge, and location. 
• Certain positions may also be elig