Consumer Service Manager - NY
Apply NowCompany: Public Partnerships LLC
Location: New York, NY 10025
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.
Learn more about PPL and CDPAP at https://pplfirst.com/cdpap.
The Consumer Service Manager is responsible for overseeing a team that provides exceptional customer service to clients, ensuring their needs are met and that they receive timely, efficient support. This role involves managing the daily operations of the consumer services team, improving service delivery, and ensuring that the team meets performance targets. The Consumer Service Manager will work closely with clients to address their concerns, resolve issues, and maintain high levels of customer satisfaction.
Duties & Responsibilities:
Required Skills:
Education:
High school diploma or equivalent required; associate or bachelor's degree preferred.
Experience:
3+ years of experience in customer service or client support, with at least 1 year in a supervisory or managerial role.
Compensation Range: $85,000-$100,000
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!
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.
The Consumer Service Manager is responsible for overseeing a team that provides exceptional customer service to clients, ensuring their needs are met and that they receive timely, efficient support. This role involves managing the daily operations of the consumer services team, improving service delivery, and ensuring that the team meets performance targets. The Consumer Service Manager will work closely with clients to address their concerns, resolve issues, and maintain high levels of customer satisfaction.
Duties & Responsibilities:
- Team Leadership: Supervise and support a team of consumer service agents, ensuring high levels of performance and job satisfaction. Provide coaching, guidance, and professional development opportunities for staff.
- Customer Service Excellence: Ensure that the consumer services team provides responsive, empathetic, and effective support to clients, handling inquiries, requests, and complaints in a professional manner.
- Process Improvement: Continuously evaluate and improve consumer service processes, workflows, and systems to enhance the efficiency and effectiveness of the team.
- Issue Resolution: Handle and resolve complex client issues or escalations, ensuring timely and satisfactory resolutions.
- Performance Management: Monitor team performance against KPIs (Key Performance Indicators), providing feedback and ensuring alignment with service quality standards.
- Collaboration: Work closely with other internal teams (such as Operations, Enrollment, Compliance, etc.) to address client needs and ensure a seamless service experience.
- Training & Development: Oversee the onboarding and ongoing training of new and existing team members to ensure they have the skills and knowledge needed to support clients effectively.
- Reporting: Prepare regular reports on team performance, customer feedback, and key metrics to provide insights for leadership and process improvement.
- Client Advocacy: Act as a client advocate, ensuring that consumer needs are heard and addressed, while maintaining a high level of satisfaction with the services provided.
- Compliance & Quality Assurance: Ensure that consumer services are compliant with relevant regulations and company policies.
Required Skills:
- Leadership Skills: Proven experience in managing, coaching, and developing teams to achieve high levels of performance.
- Customer-Centric Focus: Strong commitment to delivering excellent customer service and ensuring the needs of clients are met in a timely and efficient manner.
- Problem-Solving: Ability to address and resolve client issues effectively, demonstrating strong decision- making and conflict resolution skills.
- Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with clients and team members.
- Organizational Skills: Strong organizational skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.
- Compliance Knowledge: Familiarity with relevant regulations and compliance standards in healthcare or long-term care services is a plus.
Education:
High school diploma or equivalent required; associate or bachelor's degree preferred.
Experience:
3+ years of experience in customer service or client support, with at least 1 year in a supervisory or managerial role.
Compensation Range: $85,000-$100,000
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!