Supervisor, Customer Service - Remote Eligible

Public Consulting Group LLC (PCG)

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.

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 & 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 the Executive Director

· 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.

· 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 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 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

Qualifications

Education

Bachelor's Degree Preferred

Experience

5+ years' experience supervising staff; 3-5 years' experience in a call center environment; 7+ years relevant work experience in the Early Childhood Education

Certification

N/A

Working Conditions

· Remote, New Jersey preferred, but remote is permitted

· Occasional travel may be required to attend conferences or project related events

Supervisory Responsibility

· This position supervises others.

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 - 65,000

PCG 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 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.