Bilingual Customer Service Rep

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 Bilingual Customer Service Rep will support the day-to-day operations of the technical assistance and call center for the NJ Workforce Registry project, providing customer service and technical assistance to early education and care providers and workforce participants.

Responsibilities:

• Customer service and troubleshooting with Registry participants (early education and care providers and workforce) and related training and technical assistance providers
• Problem solving/brainstorming of Registry functions
• Interface with program administrators and registry customers via phone and email
• Return daily phone calls and emails
• Answer phones during individually assigned phone times
• Enters data into Registry and Member’s profile
• Serve as customer service representatives to the early childhood workforce, answering customer calls and delivering registry support and technical assistance (TA) on Registry and Learning Management System
• Specialists process emails, enter Registry data in order to process all applications, and verify education and professional development hours
• Inform workforce clients regarding Career lattice, Credentials, Apprenticeships, Scholarships, and Career pathways
• Update existing data and information in the registry
• Provide technical assistance on registry features and functions to the membership
• Provide optimal customer service
• Provide local program/ provider support for all Registry functions
• Conduct training and technical assistance to stakeholders on the registry system as needed, including Sponsoring Agencies
• Foster collaboration with key stakeholders to inform the importance of education, training and experience impact on higher quality
• Foster collaboration and relationships with key partners, such as regulatory systems

Requirements:

• Strong organizational skills
• Excellent attention to detail
• Excellent writing skills
• Active listening skills
• Strong computer skills
• Knowledge of MS Windows, Excel and Word
• Very strong customer service orientation
• Proven ability to effectively present information and respond to questions from leadership, clients and customers
• Ability to manage time effectively in a fast paced environment
• Thorough attention to detail
• Fluent communication and interpersonal skills with customers, business teams, and technical colleagues
• Proven analytical and problem-solving abilities
• Strong file management skills (electronic and paper)
• Bilingual in Spanish and English
• Experience in help desk or call center environment, such as application support or client/ customer service
• Bachelor's degree, or high-school degree and three (3) years of call center/ office management work experience
• Experience in health & human services, child care or early childhood services
• Six (6) months call center experience preferred; or 1-year customer service/ office management skills