Job Description
Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com.Our Human Services team helps state and municipal human services and economic development agencies keep their promises—responsibly and sustainably—to the children, adults, and families they serve. Join us and use your professional skills to build stronger communities and better serve populations in need by making meaningful and lasting changes in government organizations.ServicesProgram ConsultingFinance Consulting and Billing ServicesApplied TechnologyOutsourcing and OperationsStrategyProject and Grants ManagementAssessments and Feasibility StudiesDuties & ResponsibilitiesProvides customer service staff with guidance and training based on experience handling progressively complex questions and situations.Performs regular quality checks of phone calls and corresponding documentation.Applies independent judgment to elevate calls to the Executive Director.Maintains adequate records/documentation for audit and internal control purposes.Learn program rules of assigned projects to ensure ability to respond to Customer Service inquiries.Develops excellent working knowledge of operating platforms required to fulfill job responsibilities.Routes mail, email, and other administrative support duties as assigned.Supervises CS Agents and monitor team performance and quality assurance.Responds to all call inquiries in a professional, friendly and timely manner and manage support ticket resolution.Maintains effective working relationship with program management and financial operations staff.Assist Executive Director in providing statistical reports and data.Communicate with IT developers regarding system issues and manage the development of business requirements.Represent PCG and call center in client-facing meetings.Required SkillsExcellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management and outside clients.Public-service oriented and understand the needs, as well as work effectively, with persons with disabilities.Ability to effectively execute without direct onsite supervision.Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures and governmental regulations regarding Early Childhood Education.Strong organizational skills.Excellent attention to detail.Excellent writing skills, including ability to compose reports, business correspondence, and procedure manuals.Proven ability to effectively present information and respond to questions from leadership, clients, and customers.Ability to manage time effectively in a face paced environment.Knowledge of MS Windows, Excel, and Word.Creative problem-solving ability and a consultancy mindset.Ability to interact with various levels of management and with customers.Ability to use sound judgment in completing tasks and to seek guidance when needed.Ability to recognize issues and identify solutions.QualificationsEducationBachelor's Degree PreferredExperience5+ years' experience supervising staff; 3-5 years' experience in a call center environment; 7+ years relevant work experience in the Early Childhood Education.CertificationN/AWorking ConditionsRemote, New Jersey preferred, but remote is permitted.Occasional travel may be required to attend conferences or project related events.Supervisory ResponsibilityThis position supervises others.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.Compensation:Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.Range: $60,000 - 65,000PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.EEO Statement:Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversit