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. The Customer Service Operations Analyst will respond to client inquiries, analyze data for reporting, and provide training on project systems.

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

Requirements:

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