Public Consulting Group Customer Service Team Lead in Portsmouth, New Hampshire
Public Consulting Group, Inc. (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 and headquartered in Boston, Massachusetts, PCG has over 2,500 professionals in more than 60 offices worldwide. PCG’s Health practice offers in-depth programmatic knowledge and regulatory expertise to help state and municipal health agencies respond to regulatory change, improve access to health care, maximize program revenue, improve business processes, and achieve regulatory compliance. Using industry best practices, PCG’s Health team helps organizations deliver quality services with constrained resources to promote improved client outcomes. To learn more, visit http://www.publicconsultinggroup.com/health/ .
Responds to Inbound/Outbound Call Inquiries
Assists management with fielding questions from other team members, as well as customer escalations.
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 maintaining excellent documentation of all calls, questions, complaints. inquiries
Routing 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
Daily Reporting/Metrics as required/ requested
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
Excellent verbal and written communication skills
Ability to troubleshoot
Expected to have excellent verbal, written communication and troubleshooting skills
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
Education: High school diploma or equivalent required, Bachelor’s degree preferred
Experience: 5+ years’ experience in a customer service oriented role
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Posted Date1 week ago(9/14/2021 10:56 AM)
Job ID 2021-7068
of Openings 1
Category Customer Service/Support
Type Regular Full-Time
Practice Area Health Services
Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.
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