Customer Support Representative
Public Partnerships | PPL, Latham, NY, United States
Customer Service Representative – Public Partnerships (PPL) | Latham, NY (Onsite)
Empower New Yorkers. Build a meaningful career.
Public Partnerships LLC (PPL) is expanding as the
Statewide Fiscal Intermediary
for New York’s Consumer Directed Personal Assistance Program (CDPAP) in 2025—and we’re hiring passionate, people‑first Customer Service Representatives to support this important work.
If you’re compassionate, detail‑oriented, and energized by helping others stay independent in their homes, this is your chance to make a real impact.
What You’ll Do As a Customer Service Representative, you’ll be a trusted guide for CDPAP consumers and their personal assistants—providing clear answers, timely support, and respectful, disability‑competent service. You’ll handle phone inquiries, document interactions, resolve support tickets, and develop deep knowledge of CDPAP rules and PPL systems. This role is perfect for someone who loves problem‑solving, communication, and making every interaction count.
What We’re Looking For
Strong attention to detail in a fast‑paced environment
Comfort working with individuals with disabilities
Solid critical‑thinking and troubleshooting skills
Experience in customer service or call centers (preferred)
High school diploma or equivalent
Why You’ll Love Working Here
401(k)
Generous PTO
Employee Assistance Program
Career growth + opportunity for hybrid work after 6 months based on performance
Compensation: $22/hr + up to
10% bonus annually
This role requires general availability Monday through Saturday between 8:00 AM and 8:00 PM. You will not work all of these hours—this is simply the overall window in which shifts may be assigned.
Training Period (First 4 Weeks):
No time off permitted during training
After 6 Months: Based on strong performance and reliability, employees become eligible for two updates:
Participation in our shift‑bid process, where schedules may vary depending on business needs and performance.
Hybrid work opportunity, allowing 2–3 remote days per week, subject to performance, business requirements, and manager approval.
Learn more:
https://pplfirst.com/cdpap
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.
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Public Partnerships LLC (PPL) is expanding as the
Statewide Fiscal Intermediary
for New York’s Consumer Directed Personal Assistance Program (CDPAP) in 2025—and we’re hiring passionate, people‑first Customer Service Representatives to support this important work.
If you’re compassionate, detail‑oriented, and energized by helping others stay independent in their homes, this is your chance to make a real impact.
What You’ll Do As a Customer Service Representative, you’ll be a trusted guide for CDPAP consumers and their personal assistants—providing clear answers, timely support, and respectful, disability‑competent service. You’ll handle phone inquiries, document interactions, resolve support tickets, and develop deep knowledge of CDPAP rules and PPL systems. This role is perfect for someone who loves problem‑solving, communication, and making every interaction count.
What We’re Looking For
Strong attention to detail in a fast‑paced environment
Comfort working with individuals with disabilities
Solid critical‑thinking and troubleshooting skills
Experience in customer service or call centers (preferred)
High school diploma or equivalent
Why You’ll Love Working Here
401(k)
Generous PTO
Employee Assistance Program
Career growth + opportunity for hybrid work after 6 months based on performance
Compensation: $22/hr + up to
10% bonus annually
This role requires general availability Monday through Saturday between 8:00 AM and 8:00 PM. You will not work all of these hours—this is simply the overall window in which shifts may be assigned.
Training Period (First 4 Weeks):
No time off permitted during training
After 6 Months: Based on strong performance and reliability, employees become eligible for two updates:
Participation in our shift‑bid process, where schedules may vary depending on business needs and performance.
Hybrid work opportunity, allowing 2–3 remote days per week, subject to performance, business requirements, and manager approval.
Learn more:
https://pplfirst.com/cdpap
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.
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