Supervisor, Customer Service

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. The Supervisor, Customer Service will provide guidance and training to customer service staff, ensuring quality assurance and effective communication with clients and management.

Responsibilities:

• Provides customer service staff with guidance and training based on experience handling progressively complex questions and situations
• Performs regular quality checks of phone calls and corresponding documentation
• Applies independent judgment to escalate calls to the Executive Director
• Maintains adequate records/documentation for audit and internal control purposes
• Learns program rules of assigned projects to ensure ability to respond to Customer Service inquiries
• Develops excellent working knowledge of operating platforms required to fulfill job responsibilities
• Routes mail, email, and other administrative support duties as assigned
• Supervises CS Agents and monitor team performance and quality assurance
• Responds to all call inquiries in a professional, friendly and timely manner and manage support ticket resolution
• Maintains effective working relationship with program management and financial operations staff
• Assist Executive Director in providing statistical reports and data
• Communicate with IT developers regarding system issues and manage the development of business requirements
• Represent PCG and call center in client-facing meetings

Requirements:

• Excellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management and outside clients
• Public-service oriented and understand the needs, as well as work effectively, with persons with disabilities
• Ability to effectively execute without direct onsite supervision
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures and governmental regulations regarding Early Childhood Education
• Strong organizational skills
• Excellent attention to detail
• Excellent writing skills, including ability to compose reports, business correspondence, and procedure manuals
• Proven ability to effectively present information and respond to questions from leadership, clients, and customers
• Ability to manage time effectively in a face paced environment
• Knowledge of MS Windows, Excel, and Word
• Creative problem-solving ability and a consultancy mindset
• Ability to interact with various levels of management and with customers
• Ability to use sound judgment in completing tasks and to seek guidance when needed
• Ability to recognize issues and identify solutions
• Bachelor's Degree Preferred
• 5+ years' experience supervising staff; 3-5 years' experience in a call center environment; 7+ years relevant work experience in the Early Childhood Education