Customer Service Operations Analyst

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.

Duties and Responsibilities

• Responds to inquiries and questions in a timely manner
• Analyzes and formats data for reporting
• Analyzes inquiry data to inform customer training topics and training programs.
• Trains clients on the use of project systems
• Tests functionality of newly released applications
• Collects/enters/codes data into data collection program within set timeliness and accuracy performance standards.
• Communicates effectively with clients to provide information and answer questions.
• Works within a team to complete data entry and related tasks.
• Works within a team to accomplish other duties on projects to meet necessary deadlines.
• Provides training and guidance to Customer Service Operations Analysts in area of expertise

Required Skills

• Analytical skills, including the ability to analyze and organize data.
• Excellent Communication skills. Ability to provide superior customer service support via phone
• Ability to design and deliver online trainings.
• Ability to manage time to meet critical deadlines.
• Strong attention to detail.
• Ability to work independently and with a team
• Excellent ability to build and maintain business relationship with clients.
• Proficiency in MS Office products, including PowerPoint, Excel and Word.
• Some travel required.

Qualifications

• High School diploma or equivalent required, bachelor’s degree preferred
• 3+ years working in office or corporate environment required, experience with MS Office Application, Call Center/Client Service Experience strongly required

Working Conditions

• Office Setting

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.

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: $59,900 - $69,900

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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.