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About the Role
Public Partnerships LLC (PPL) is seeking individuals passionate about helping New Yorkers live independent lives. This role supports consumers and personal assistants within the New York Consumer Directed Personal Assistance Program (CDPAP), empowering individuals to control their long-term care.
Responsibilities
- Oversee the day-to-day operations of the Program Support and Outreach Specialist team.
- Manage a team of Program Support and Outreach specialists, providing coaching and support.
- Address complex client concerns and maintain a positive team environment.
- Monitor and evaluate team performance against KPIs and service standards.
- Conduct regular performance reviews and provide constructive feedback.
- Conduct regular one-on-one check-ins with staff and lead team meetings.
- Handle escalated customer inquiries, concerns, or complaints, ensuring timely and effective resolutions.
- Assist in onboarding and training new team members.
- Ensure ongoing development through regular coaching and skills training.
- Identify opportunities to improve customer service processes, workflows, and tools.
- Collaborate with the team to implement changes that increase efficiency and client satisfaction.
- Ensure all customer interactions meet company standards for quality, professionalism, and compliance.
- Assist in managing staff scheduling and coordinate coverage.
- Generate regular reports on team performance, customer feedback, and key metrics.
- Use data to identify trends and provide insights to management.
- Work closely with other departments to address client needs and improve the client experience.
- Advocate for clients, ensuring their needs are understood and appropriately addressed.
Requirements
- Proven ability to lead, motivate, and coach a team to deliver exceptional customer service.
- Strong ability to handle complex customer issues, providing effective and efficient resolutions.
- Excellent verbal and written communication skills.
- Ability to interact professionally with clients and team members.
- Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
- A passion for delivering exceptional service and ensuring client satisfaction.
- Understanding of industry regulations and best practices related to customer service in healthcare or home care services is a plus.
- Comfort with CRM systems, scheduling tools, and other customer service technologies.
Skills
- Leadership
- Problem-Solving
- Communication
- Organizational Skills
- Customer-Centric Focus
- Compliance Knowledge
- CRM systems
- Scheduling tools
Location
- New York
Work Type
- Full-time
Experience Level
- 2+ years of experience in customer service or client support
- At least 1 year in a supervisory or leadership role
Education Level
- High school diploma or equivalent required
- Associate or bachelor’s degree preferred
Salary/Compensations
- $70,000-$75,000
About the Company
- Public Partnerships LLC (PPL) provides helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home and “self-direct” their care.
- PPL was selected to be the Statewide Fiscal Intermediary for the New York Consumer Directed Personal Assistance Program (CDPAP) starting in 2025.
- We will, along with a diverse alliance of service partners across the state, support the delivery of culturally sensitive and disability competent care to CDPAP participants.
- 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.
Equal Opportunity
- PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion.
- 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.