Case Developer 1

Public Consulting Group•San Diego, CA

7d•$19 - $22•Onsite

About The Position

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. 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. Reports to the Manager to support Career Services through high quality customer service and administrative support. Responds to client inquiries, manages inbound and outbound communications, resolves support tickets, and maintains accurate documentation for compliance and reporting. Collaborates with internal teams and external partners to gather data and respond to service needs in a timely, professional manner. Demonstrates strong attention to detail, communication and troubleshooting skills. Provides occasional on site support, including computer lab oversight, and travels to Central, East, and South County locations to assist Career Services operations.

Requirements

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Expected to have excellent verbal, written communication and troubleshooting skills
Demonstrated understanding and ability to work with persons with disabilities.
Ability to compose reports, business correspondence, and procedure manuals.
Excellent verbal and written communication skills.
Ability to troubleshoot.
Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Excellent attention to detail and ability to manage time effectively in a fast paced environment.
Knowledge of MS Windows, Excel and Word preferred.
High School degree or equivalent required
Must reside in San Diego County.

Nice To Haves

6-month Call Center experience preferred; or 1-year customer service
Bilingual a plus (Spanish)

Responsibilities

Responds to Inbound/Outbound Call Inquiries
Initiates outbound calls to respond to inquiries and to follow-up with previous contacts
Responds to all inquiries in a professional, friendly and timely manner, public-service oriented and understand the needs and work effectively with persons with disabilities
Performs support ticket transaction resolution tasks and administrative functions
Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries
Responsible for maintaining adequate records/documentation for audit and internal control purposes
Routes mail, email, and other administrative support duties as assigned
Responsible for learning program rules of assigned projects to ensure ability to respond to Customer Service inquiries
Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities