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Customer Service Associate

Company: Public Consulting Group
Location: Princeton
Posted on: June 13, 2021

Job Description:

Overview

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 Education practice offers consulting services and technology solutions that help schools, school districts, and state education agencies/ministries of education to promote student success, improve programs and processes, and optimize financial resources. To learn more, visit http://www.publicconsultinggroup.com/education/.

Responsibilities

PCG is seeking a Customer Service Associate. PCG provides an array of services and educational technologies to school districts and state agencies across the region. This role is a critical position within the Client Engagement, Training, and Support Team, primarily focused on supporting school district administrators and educators in promoting equity and meeting the needs of diverse students. The role is a customer service position that builds the capacity of school districts to leverage PCG's web-based tools and programs to support best practice in the delivery of supports, instruction, and interventions to students, while making administrative aspects of meeting the diverse needs of students as efficient as possible.

Specific Responsibilities Include:

  • Builds relationships with users and school districts to understand problems and positions PCG to help solve them
  • Provides excellent customer service to all clients, as measured by responsiveness and client satisfaction through regular client surveys
  • Serves as primary point of contact for inquiries from PCG clients and system users, addressing 90% or more inquiries at the first point of contact
  • Prepares and delivers online and in-person training sessions, sales demonstrations, and other presentations to a wide variety of clients and stakeholders
  • Captures, monitors and analyzes data and makes smart recommendations to help inform future training topics and frequency
  • Performs data file import processes, system configurations, and application testing in accordance with established procedures
  • Identifies gaps or improvements to existing processes, procedures, support materials, etc. and actively takes steps to continuously improves them
  • Continuously seeks opportunities to improve performance, help others, and grow
  • Other relevant duties as assigned

Qualifications

Qualifications:

  • Motivated self-starter that is eager to learn new skills and technologies
  • Exceptional written and verbal communication skills
  • Ability to present ideas in user-friendly language
  • Strong attention to detail
  • Desire to work in a fast-paced environment
  • Ability to manage stress and effectively prioritize tasks in a high-pressure environment
  • Commitment to pitching in to support teammates

Required Experience:

  • Bachelor's degree or equivalent experience
  • 1+ years of related work experience
  • Limited in-state travel may be required (10%-25%) in supporting client trainings, presentations, and demonstrations

#LI-DM1

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.

Keywords: Public Consulting Group, Trenton , Customer Service Associate, Other , Princeton, New Jersey

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