Customer Support Escalation Representative

Title: Customer Support Escalation Representative

Location: US NY Remote

time type

Full time

job requisition id

JR26-0812

Job Description:

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.

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.

Job Summary

The Customer Support Escalation Representative serves as the primary point of contact for clients, handling inbound inquiries across phone, email, chat, and other channels while delivering timely and accurate resolutions. This role focuses on addressing client concerns, guiding users through account processes, and ensuring a high level of customer satisfaction through effective communication and follow-up. The representative maintains detailed and accurate records in the CRM system and collaborates with internal teams to resolve issues efficiently and ensure seamless service delivery. Success in this role requires strong multitasking abilities, attention to detail, and a commitment to compliance, including adherence to HIPAA regulations and company standards.

Duties & Responsibilities:  

Customer Service & Client Support

• Respond to inbound client inquiries via phone, email, chat, fax, providing accurate information and resolving issues in a timely manner.

• Address and resolve client concerns, complaints, and issues ensuring a high level of satisfaction and providing follow-up as needed.

• Assist clients with managing their accounts, including providing guidance on processes, system navigation, and service-related questions.

Documentation & Data Management

• Accurately document client interactions, requests, and resolutions in the CRM system for future reference and reporting.

Cross-Functional Collaboration

• Work closely with internal teams (I.e., operations, finance, and compliance) to resolve client issues and ensure seamless service delivery.

Compliance & Quality Assurance

• Ensure all interactions meet company standards for professionalism, accuracy, and compliance with relevant regulations.

• Ensure strict compliance with HIPAA regulations and organizational policies.

Training & Continuous Improvement

• Participate in training sessions to stay current on product offerings, company policies, and industry regulations to provide the best possible service.

Availability & Scheduling

• Availability Monday through Friday between the hours of 8:00AM and 8:00PM.

Required Skills:

• Exceptional interpersonal, written, and verbal communication skills, with the ability to engage professionally with clients, and internal teams.

• Demonstrated ability to thrive in a fast-paced, structured work environment.

• 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 (I.e. Microsoft office, email chat systems).

• High attention to detail, ensuring that all client information is recorded accurately and consistently. 

• Strong analytical and problem-solving capabilities, with a focus on operational excellence.

Qualifications

• High School diploma or equivalent required; Associate’s Bachelor’s degree preferred.

• 1 + years of experience in customer service, client support, or related field.

Working Conditions: Remote, Must reside in NY State

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 eligible for a performance-based incentive as part of total compensation. 

Compensation Range: $22.00 - $24.00/hour + up to a 10% bonus

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. PPL believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work.