Public Consulting Group

Customer Service Representative

Job Locations US-NH-Portsmouth | US-Home or Remote Position | US-MA-Lawrence | US-ME-Augusta
Posted Date 4 weeks ago(8/30/2021 11:03 AM)
Job ID
# of Openings
Customer Service/Support
Regular Full-Time
Practice Area
Health Services


About Public Consulting Group

Public Consulting Group, Inc. (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 and headquartered in Boston, Massachusetts, PCG has over 2,500 professionals in more than 60 offices worldwide—all committed to delivering solutions that change lives for the better. The firm has four designated practice areas with extensive experience in all 50 states, clients in six Canadian provinces, and a growing practice in Europe. Often combining resources from two or more practice areas, PCG offers clients a multidisciplinary approach to solve their challenges or pursue opportunities. To learn more, visit



  • Respond to Inbound/Outbound Call Inquiries
  • Initiate outbound calls to respond to inquiries and to follow-up with previous contacts
  • Responsible for learning program rules of assigned projects to ensure ability to respond to Customer Service inquiries regarding basic knowledge of payroll and financial inquiries
  • Expected to respond to all inquiries in a professional, friendly, and timely manner, public-service oriented and understand the needs and work effectively with persons with disabilities
  • Perform support ticket transaction resolution tasks and administrative functions
  • Expected to have excellent verbal, written communication and troubleshooting skills
  • Responsible for creating and maintaining excellent documentation of all calls, questions, complaints and mailed inquiries
  • Responsible for maintaining adequate records/documentation for audit and internal control purposes
  • Routing mail, email, and other administrative support duties as assigned
  • Responsible for developing proficient working knowledge of operating platforms required to fulfill job responsibilities
  • Remain current on multiple program rules, payroll and tax requirements and policies and procedures in order answer customer service inquiries effectively






  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Demonstrated understanding and ability to work with senior citizens and persons with disabilities.
  • Ability to compose reports, business correspondence, and procedure manuals.
  • Excellent verbal and written communication skills.
  • Ability to troubleshoot.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
  • Excellent attention to detail and ability to manage time effectively in a fast-paced environment.
  • Knowledgeable in MS Windows, Excel and Word required.

Able to navigate and learn new technology and payroll/finance related systems, equipment, and computer programs needed to fulfill communication, customer service, and business needs & expectations.


Education: High School degree or GED


Experience: 6 months + Call Center experience preferred; or 1-year customer service




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.


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