Public Consulting Group - PCG is a Boston, Massachusetts-based firm that specializes in improving lives by providing technology and consulting services in the s
Client Service Associate 2
Location
United States
Posted
7 days ago
Salary
$62.2K - $81.9K / year
Seniority
Mid Level
Job Description
Client Service Associate 2
Public Consulting Group - PCG
Role Description Our Education team offers consulting services and technology solutions to help schools, school districts, and state education agencies/ministries of education promote student success, improve programs and processes, and optimize financial resources. We work with clients to ensure all students have what they need to succeed. - Client Service & Ticket Resolution - Serve as the day-to-day point of contact for assigned clients; respond to inbound and outbound inquiries professionally, in a service-oriented manner, and in accordance with contracted timelines. - Build and maintain strong client partnerships focused on retention, satisfaction, and transparency around risks and opportunities. - Support initiative planning and ongoing client relationship management to advance program goals and ensure contract deliverables are met. - Review, troubleshoot, route, escalate, and resolve support tickets in accordance with established procedures; monitor ticket status and prioritize for timely closure. - Identify client challenges, recommend practical solutions, and escalate using sound judgment when additional support is needed. - Leverage client communication tools and best practices to drive continuous improvement across the client journey: implementation, adoption, optimization, and expansion. - Program Knowledge, Documentation & Systems - Learn, apply, and continuously monitor Federal, state, and local Department of Education and Medicaid School-Based program policies and procedures to ensure client inquiries are handled accurately and in compliance. - Develop and maintain working knowledge of required operating platforms, ticketing systems, Microsoft Word, Excel, and related tools. - Create, maintain, and update training materials, user guides, scripts, and procedures to reflect system or program changes; provide guidance to internal teams and end users as needed. - Uphold strong project and change management practices, both internally and externally. - Team & Cross-Functional Collaboration - Contribute to a respectful, accountable team culture; work with your supervisor to set portfolio goals aligned to the Client Success vision. - Partner with internal teams to surface client needs, support system improvements, and advance state business development. - Take initiative to evaluate current processes, identify gaps, and recommend improvements. - Participate in special or strategic initiatives as availability and capacity allows. Qualifications - Bachelor's degree required. - 2+ years of similar work experience; within the education and/or Medicaid field a plus. - Demonstrated ability to cultivate client relationships, deliver high-quality work, and collaborate cross-functionally with diverse stakeholders. - Must be located in Florida. Requirements - Strong written and verbal communication skills; ability to present and compose materials for diverse audiences, including individuals with disabilities. - Relationship-building and collaboration skills with a service-first mindset across clients, peers, and internal teams. - Problem-solving ability and sound judgment; data analysis skills to support optimization and continuous improvement. - Research and project management capabilities, with the ability to organize information, track progress, and meet critical deadlines. - Strong attention to detail, accuracy in documentation, and ability to manage time effectively in a fast-paced environment. - Professional maturity; ability to put the best interests of the client and PCG above self-interest. Benefits - 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. - PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave. - Range: $62,200 - $81,900
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