Public Consulting Group, Inc. (PCG) provides management consulting and technology services to help public sector education, health, human services, and other government clients achieve their performance goals and better serve populations in need. Founded in 1986 and headquartered in Boston, Massachusetts, PCG has more than 2,200 professionals in 55 offices around the U.S. and in Montreal, UK and Poland. The firm draws on more than three decades of consulting to public sector clients to deliver best-practice solutions and measurable results to state and local public agencies, state-operated facilities, and private providers that do business with government agencies. PCG is committed to a diverse workforce which is a reflection of our clients and the people they serve. Our organizational culture attracts and rewards people who are results-oriented and interested in making an immediate impact on their community as well as their own career.
Our Augusta, ME office is seeking Customer Service Representatives to join our team!
Respond to Inbound/Outbound Call Inquiries;
Initiate outbound calls to follow up with previous contacts and to respond to voicemail messages;
Demonstrate superior customer service skills, including but not limited to professionalism, active listening, and showing understanding;
Resolve issues based on policy, procedure, and program rules;
Responsible for creating accurate documentation of all calls, questions, complaints, demonstrating the steps taken resolve the inquiry;
Responsible for developing excellent working knowledge of operating systems required to fulfill job responsibilities;
Expected to respond to all inquiries in a professional, friendly and timely manner; and
Responsible for learning program rules of assigned projects to ensure ability to respond to Customer Service inquiries.
Ability to communicate effectively and work in a team environment;
Must be computer literate and have MS Word, Excel, Outlook, and internet skills
Ability to exercise independent judgment, based on policy and procedure;
Attention to detail and accuracy; and
Ability to meet deadlines and adhere to established standards.
Excellent verbal and written communication skills.
High School degree or GED
6 month call center experiencee or 1 year of customer service experience; Bilingual a plus
Public Consulting Group