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. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.u2014all 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 three 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 Human Services team helps state and municipal human services and economic development agencies keep their promisesu2014responsibly and sustainablyu2014to the children, adults, and families they serve. Join us and use your professional skills to build stronger communities and better serve populations in need by making meaningful and lasting changes in government organizations. Services: + Program Consulting + Finance Consulting and Billing Services + Applied Technology + Outsourcing and Operations + Strategy + Project and Grants Management + Assessments and Feasibility Studies Duties & Responsibilities u00b7 Provides customer service staff with guidance and training based on experience handling progressively complex questions and situations. u00b7 Performs regular quality checks of phone calls and corresponding documentation. u00b7 Applies independent judgment to escalate calls to the Executive Director u00b7 Maintains adequate records/documentation for audit and internal control purposes. u00b7 Learns program rules of assigned projects to ensure ability to respond to Customer Service inquiries. u00b7 Develops excellent working knowledge of operating platforms required to fulfill job responsibilities. u00b7 Routes mail, email, and other administrative support duties as assigned. u00b7 Supervises CS Agents and monitor team performance and quality assurance u00b7 Responds to all call inquiries in a professional, friendly and timely manner and manage support ticket resolution. u00b7 Maintains effective working relationship with program management and financial operations staff. u00b7 Assist Executive Director in providing statistical reports and data. u00b7 Communicate with IT developers regarding system issues and manage the development of business requirements u00b7 Represent PCG and call center in client-facing meetings Required Skills u00b7 Excellent interpersonal skills with the ability to establish relationships with co-workers, all levels of management and outside clients. u00b7 Public-service oriented and understand the needs, as well as work effectively, with persons with disabilities u00b7 Ability to effectively execute without direct onsite supervision u00b7 Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures and governmental regulations regarding Early Childhood Education u00b7 Strong organizational skills u00b7 Excellent attention to detail u00b7 Excellent writing skills, including ability to compose reports, business correspondence, and procedure manuals u00b7 Proven ability to effectively present information and respond to questions from leadership, clients, and customers u00b7 Ability to manage time effectively in a face paced environment u00b7 Knowledge of MS Windows, Excel, and Word u00b7 Creative problem-solving ability and a consultancy mindset u00b7 Ability to interact with various levels of management and with customers u00b7 Ability to use sound judgment in completing tasks and to seek guidance when needed u00b7 Ability to recognize issues and identify solutions Qualifications E ducation Bacheloru2019s Degree Preferred Experience 5+ yearsu2019 experience supervising staff; 3-5 yearsu2019 experience in a call center environment; 7+ years relevant work experience in the Early Childhood Education Certification N/A Working Conditions u00b7 Remote, New Jersey preferred, but remote is permitted u00b7 Occasional travel may be required to attend conferences or project related events Supervisory Responsibility u00b7 This position supervises others. The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified. 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 a reasonable range of compensation for this role. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave. Range: $60,000 - 65,000 PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship. 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.

Created: 2026-03-26