Client Service Associate 2

Public Consulting Group•US FL Remote, FL

36d•$62,200 - $81,900•Remote

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 Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed. Services: Teaching Learning Solutions Data Systems IT Solutions Financial Solutions Equity in Education Equitable Education Recovery Services

Requirements

Strong written and verbal communication skills; ability to present and compose materials for diverse audiences, including individuals with disabilities.
Relationship-building and collaboration skills with a service-first mindset across clients, peers, and internal teams.
Problem-solving ability and sound judgment; data analysis skills to support optimization and continuous improvement.
Research and project management capabilities, with the ability to organize information, track progress, and meet critical deadlines.
Strong attention to detail, accuracy in documentation, and ability to manage time effectively in a fast-paced environment.
Professional maturity; ability to put the best interests of the client and PCG above self-interest.
Bachelor's degree required.
2+ years of similar work experience; within the education and/or Medicaid field a plus.
Demonstrated ability to cultivate client relationships, deliver high-quality work, and collaborate cross-functionally with diverse stakeholders.
Must be located in Florida.

Nice To Haves

within the education and/or Medicaid field a plus

Responsibilities

Serve as the day-to-day point of contact for assigned clients; respond to inbound and outbound inquiries professionally, in a service-oriented manner, and in accordance with contracted timelines.
Build and maintain strong client partnerships focused on retention, satisfaction, and transparency around risks and opportunities.
Support initiative planning and ongoing client relationship management to advance program goals and ensure contract deliverables are met.
Review, troubleshoot, route, escalate, and resolve support tickets in accordance with established procedures; monitor ticket status and prioritize for timely closure.
Identify client challenges, recommend practical solutions, and escalate using sound judgment when additional support is needed.
Leverage client communication tools and best practices to drive continuous improvement across the client journey: implementation, adoption, optimization, and expansion.
Learn, apply, and continuously monitor Federal, state, and local Department of Education and Medicaid School-Based program policies and procedures to ensure client inquiries are handled accurately and in compliance.
Develop and maintain working knowledge of required operating platforms, ticketing systems, Microsoft Word, Excel, and related tools.
Create, maintain, and update training materials, user guides, scripts, and procedures to reflect system or program changes; provide guidance to internal teams and end users as needed.
Uphold strong project and change management practices, both internally and externally.
Contribute to a respectful, accountable team culture; work with your supervisor to set portfolio goals aligned to the Client Success vision.
Partner with internal teams to surface client needs, support system improvements, and advance state business development.
Take initiative to evaluate current processes, identify gaps, and recommend improvements.
Participate in special or strategic initiatives as availability and capacity allows.