Customer Service Supervisor Lead

4 weeks ago


Harrisburg, Pennsylvania, United States Public Consulting Group Full time
Company Overview:
Public Consulting Group LLC (PCG) is a leading provider of public sector solutions, dedicated to improving lives through innovative implementation and operations improvement services. Founded in 1986, PCG has grown to employ approximately 2,000 professionals throughout the U.S., committed to delivering high-quality solutions that meet the evolving needs of health, education, and human services agencies.

With a strong presence in all 50 states, six Canadian provinces, and Europe, PCG offers a unique multidisciplinary approach to tackle challenges, seize opportunities, and serve constituents across the public sector. To learn more about our mission and values, visit our website.">

Salary Range:
$62,000 - $63,000 per year, depending on experience and qualifications.

Job Description:

We are seeking an experienced Customer Service Supervisor Lead to join our team. In this role, you will be responsible for providing guidance and training to customer service staff, performing quality checks, and escalating complex issues to the Customer Service Manager. You will also maintain accurate records, develop expertise in operating platforms, and supervise a team of CS Agents.">

Key Responsibilities:
* Provide expert-level support to customer service staff
* Conduct regular quality checks and feedback sessions
* Escalate complex issues to the Customer Service Manager
* Maintain accurate records and documentation
* Develop knowledge of operating platforms and systems
* Supervise and mentor a team of CS Agents">

Required Skills and Qualifications:
* Bachelor's Degree or equivalent experience
* 5+ years of supervisory experience in a call center environment
* 3-5 years of experience in the healthcare industry
* Excellent communication and interpersonal skills
* Ability to work independently with minimal supervision
* Strong analytical and problem-solving skills
* Proficiency in MS Windows, Excel, and Word

Benefits:
As a valued member of our team, you will enjoy a comprehensive benefits package, including medical and dental care, 401k, PTO, parental leave, bereavement leave, and professional development opportunities.

About Public Consulting Group:
Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and promoting inclusion. We believe that our employees' unique experiences and perspectives drive innovation and excellence in everything we do. At PCG, we are committed to creating a culture where everyone feels empowered to succeed and contribute to our mission.

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