Client Service Associate in Harrisburg, PA at Public Consulting Group

Date Posted: 6/24/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    2451 North 3rd Street
    Harrisburg, PA
  • Job Type:
  • Experience:
    1 to 2 years
  • Date Posted:
    6/24/2020

Job Description

Overview

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. PCG’s Education practice offers consulting services and technology solutions that help schools, school districts, and state education agencies/ministries of education to promote student success, improve programs and processes, and optimize financial resources. To learn more, visit http://www.publicconsultinggroup.com/education/.

PCG is seeking a Client Services Associate to work out of its Harrisburg, PA Office. PCG provides an array of services and educational technologies to school districts and state agencies across Pennsylvania. The Client Services role is a critical position within the local Client Engagement, Training, and Support Team, primarily focused on supporting school district administrators and educators in promoting equity and meeting the needs of diverse students. The role is a customer service position that builds the capacity of school districts to leverage PCG’s EDPlan web-based tools and programs to support best practice in the delivery of supports, instruction, and interventions to students, while making administrative aspects of meeting the diverse needs of students as efficient as possible.



Responsibilities

  • Provides excellent customer service to all clients
  • Serves as primary inbound point of contact for phone calls from school district clients and PCG system users as a member of the local Client Engagement, Training, and Support Team
  • Serves as first point of contact for electronic system user inquiries related to EDPlan system functions and/or reporting responsibilities via phone, email, and message board – addressing 90% or more inquiries at the first point of contact
  • Utilizes PCG established procedures and protocols to document client interactions on a daily basis
  • Provides monthly analyses of project and school district trends and insights based on inquiry volume and topics
  • Delivers online (WebEx) and in-person training sessions to support system users in using PCG applications with confidence using PowerPoint presentations
  • Monitors training attendance to help project leadership determine topics and frequency of scheduled offerings to clients
  • Performs routine data file import processes and quality assurance
  • Configures, troubleshoots, and conducts testing of PCG applications using established procedures and protocols
  • Maintains system protocols by creating and updating procedures
  • Develops and maintains reference and support materials for end-users
  • Other relevant duties as assigned



Qualifications

Qualifications:

  • Motivated self-starter that is eager to learn new skills and technologies
  • Exceptional written and verbal communication skills
  • Ability to present ideas in user-friendly language
  • Strong attention to detail
  • Desire to work in a fast-paced environment
  • Ability to manage stress and effectively prioritize tasks in a high-pressure environment
  • Commitment to pitching in to support teammates

Required Experience:

  • Bachelor’s degree or equivalent experience
  • 1-2 years of related work experience 
  • Limited in-state travel may be required (10%-25%) in supporting client trainings, presentations, and demonstrations

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EEO Statement

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.

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