Multilingual Customer Service Representative

Bi-Lingual Customer Support Specialist

Full-Time | New York, NY | $18 - $20/hour

About Ideal CDPAP

At Ideal CDPAP, we're redefining what it means to deliver exceptional home care support in New York State. As a trusted PPL facilitator for the Consumer Directed Personal Assistance Program (CDPAP), we empower families to take control of their loved ones' care by enabling them to choose their own caregivers, including family members and close friends.

What sets us apart? Our people. With a multilingual team fluent in over 14 languages, we connect with New York's diverse communities in the languages they speak and the cultures they live.

Position Overview

We're looking for a Customer Support Specialist to join our team! In this outbound-focused role, you'll work directly with the members we serve. You'll make calls to ensure compliance, resolve issues, and provide general support to consumers and their Personal Assistants (PAs). Your work will ensure families receive uninterrupted care.

Responsibilities

• Conduct outbound calls to Consumers and Personal Assistants to ensure program compliance and continuity of care.
• Follow up on documentation requirements, scheduling needs, and onboarding tasks.
• Monitor and support EVV (Electronic Visit Verification) compliance through regular outreach.
• Audit Consumer and Personal Assistant profiles to ensure accuracy and completeness.
• Document all interactions and outcomes accurately in our systems.
• Provide support to consumers who need assistance registering a new Personal Assistant.
• Escalate issues to management as needed and collaborate with team members to resolve complex cases.

Qualifications

• Strong verbal and written communication skills
• Bilingual or multilingual preferred
• Ability to make high-volume outbound calls with professionalism and empathy
• Excellent organizational skills with strong attention to detail
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment
• Basic computer proficiency (email, spreadsheets, CRM/database systems)
• Reliable, self-motivated, and comfortable working independently
• Previous experience in customer service, call center, or healthcare coordination is a plus

What We Offer

• Competitive pay: $17 - $20 per hour based on experience
• Employer-funded healthcare
• Commuter benefits program
• Paid time off

Schedule & Location

• Job Type: Full-Time
• Schedule: Monday through Friday, 9:00 AM to 5:00 PM
• Location: In-office Brooklyn

Note: This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the organization. This is not a remote position.

Pay: $18.00 - $20.00 per hour

Benefits

• Health insurance
• On-the-job training
• Paid time off

Work Location: In person