Public Consulting Group

Customer Service Team Lead

Job Locations US-NH-Portsmouth
Posted Date 1 week ago(9/14/2021 10:56 AM)
Job ID
# of Openings
Customer Service/Support
Regular Full-Time
Practice Area
Health Services


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. PCG’s Health practice offers in-depth programmatic knowledge and regulatory expertise to help state and municipal health agencies respond to regulatory change, improve access to health care, maximize program revenue, improve business processes, and achieve regulatory compliance. Using industry best practices, PCG’s Health team helps organizations deliver quality services with constrained resources to promote improved client outcomes. To learn more, visit


  • Responds to Inbound/Outbound Call Inquiries
  • Assists management with fielding questions from other team members, as well as customer escalations.
  • Initiates outbound calls to respond to inquiries and to follow-up with previous contacts
  • Responds to all inquiries in a professional, friendly and timely manner, public-service oriented and understand the needs and work effectively with persons with disabilities
  • Performs support ticket transaction resolution tasks and administrative functions
  • Responsible for maintaining excellent documentation of all calls, questions, complaints. inquiries
  • Routing email, and other administrative support duties as assigned
  • Responsible for learning program rules of assigned projects to ensure ability to respond to Customer Service inquiries
  • Responsible for developing excellent working knowledge of operating platforms required to fulfill job responsibilities
  • Daily Reporting/Metrics as required/ requested


Required Skills:

  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
  • Excellent verbal and written communication skills
  • Ability to troubleshoot
  • Expected to have excellent verbal, written communication and troubleshooting skills
  • 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
  • Knowledge of MS Windows, Excel and Word preferred



Education:  High school diploma or equivalent required, Bachelor’s degree preferred

Experience:  5+ years’ experience in a customer service oriented role



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