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.
Duties And 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 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
- General knowledge of Commonwealth of Virginia with ability to coordinate travel logistics for assessors.
- Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities
Required Skills
- Ability to communicate effectively and work in a team environment
- 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.
- Ability to meet deadlines and adhere to established standards.
- Knowledge of MS Windows, Excel and Word preferred.
Qualifications
- High School degree or equivalent required
- 6-month Call Center experience preferred; or 1-year customer service; Bilingual a plus (Spanish)
Working Conditions
- Working from home/remote work, requires consistent internet connection.
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.
Remote Work Statement
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.
As required by applicable law, PCG provides the following reasonable range of compensation for this role: $41,400-$45,000.
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.
