Supervisor, Customer Service

Public Consulting Group

18d•$60,000 - $65,000•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. 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

Requirements

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
Bachelor’s Degree
5+ years’ experience supervising staff
3-5 years’ experience in a call center environment
7+ years relevant work experience in the Early Childhood Education

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