Supervisor Customer Service

4 days ago

Topeka, Kansas, United States Public Consulting Group Full time
Job Summary

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. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.-all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in six Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit our website.

Job Responsibilities

Our Human Services team helps state and municipal human services and economic development agencies keep their promises-responsibly and sustainably-to the children, adults, and families they serve. As a Customer Service Supervisor, you will be responsible for providing guidance and training to customer service staff, performing regular quality checks of phone calls and corresponding documentation, and applying independent judgment to escalate calls to the Customer Service Manager. You will also maintain adequate records/documentation for audit and internal control purposes, learn program rules of assigned projects to ensure ability to respond to customer service inquiries, and develop excellent working knowledge of operating platforms required to fulfill job responsibilities. Additionally, you will route mail, email, and other administrative support duties as assigned, supervise CS Agents and monitor team performance and quality assurance, and respond to all call inquiries in a professional, friendly, and timely manner and manage support ticket resolution.

Requirements

To be successful in this role, you will need excellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management, and outside clients. You will also need to be public-service oriented and understand the needs, as well as work effectively, with persons with disabilities. Additionally, you will need the ability to effectively execute without direct onsite supervision, read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations, and have strong organizational skills. You will also need excellent attention to detail, excellent writing skills, including the ability to compose reports, business correspondence, and procedure manuals, and proven ability to effectively present information and respond to questions from leadership, clients, and customers. Finally, you will need the ability to manage time effectively in a face-paced environment and have knowledge of MS Windows, Excel, and Word.

Qualifications

We are seeking a highly qualified individual with a Bachelor's Degree and 5+ years of experience supervising staff, 3-5 years of experience in a call center environment, and 7+ years of relevant work experience in the healthcare industry. You will also need to have a team of 10-12 agents to supervise.

Working Conditions

This is a remote, work-from-home position. PCG is a remote-friendly organization and is committed to creating a culture where remote work remains a vital part of the company's success. To be successful in a remote work role at PCG, you must be available during your set working hours, have a safe, private, and distraction-free environment in which to complete your work, and be able to give your full attention to the completion of your PCG job duties. Some travel to the office or elsewhere may be required for team meetings, client meetings, etc.

Compensation

Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides the following reasonable range of compensation for this role: $62,000 - $63,000. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

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. Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.

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