Supv Customer Service 2

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 six 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.

Services:

• Program Consulting
• Finance Consulting and Billing Services
• Applied Technology
• Outsourcing and Operations
• Strategy
• Project and Grants Management
• Assessments and Feasibility Studies

Duties and Responsibilities

• Provides 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 escalate calls to Customer Service Manager
• Maintains adequate records/documentation for audit and internal control purposes.
• Learns 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.

Required Skills

• Excellent 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
• 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

Qualifications

• Bachelor’s Degree Preferred
• 5+ years’ experience supervising staff; 3-5 years’ experience in a call center environment; 7+ years relevant work experience in the healthcare industry

Supervisory Responsibility

• Team of 10-12 agents.

Working Conditions

• Office Setting

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.

This position is a remote, work from home position. PCG is a remote-friendly organization and is committed to creating a culture where remote work remains a vital part of the company’s success. To be successful in a remote work role at PCG, you must:

• be available during your set working hours.
• have a safe, private, and distraction-free environment in which to complete your work, and
• be able to give your full attention to the completion of your PCG job duties.

Some travel to the office or elsewhere may be required for team meetings, client meetings, etc.

We are accepting applications on an ongoing basis until filled. 

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 the following reasonable range of compensation for this role: $62,000 - $63,000 . In addition, PCG provides a range of benefits for this role.

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 the following reasonable range of compensation for this role below. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

EEO Statement:

Public Consulting Group 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 PCG, 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. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG 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.