Client Service Associate 2

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 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

Duties and Responsibilities

• Client Service & Ticket Resolution
  • 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.
• Program Knowledge, Documentation & Systems
  • 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.
• Team & Cross-Functional Collaboration
  • 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.

Required Skills

• 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.

Qualifications

• 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.
  

Working Conditions

• Remote Office Setting
• Up to 25% travel required.

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: $62,200 - $81,900

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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.