Bilingual Customer Service Rep

Public Consulting Group LLC (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, PCG employs approximately 2,000 professionals throughout the U.S.-all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in three Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit .

Our Human Services team helps state and municipal human services and economic development agencies keep their promises-responsibly and sustainably-to the children, adults, and families they serve. Join us and use your professional skills to build stronger communities and better serve populations in need by making meaningful and lasting changes in government organizations.

Services:

• Program Consulting

• Finance Consulting and Billing Services

• Applied Technology

• Outsourcing and Operations

• Strategy

• Project and Grants Management

• Assessments and Feasibility Studies

PCG is seeking a Registry Specialist to support the day-to-day operations of the technical assistance and call center supporting the NJ Workforce Registry project being led by PCG for the New Jersey Department of Human Services, Division of Family Development.

• General Duties

• Customer service and troubleshooting with Registry participants (early education and care providers and workforce) and related training and technical assistance providers

• Problem solving/brainstorming of Registry functions

• Interface with program administrators and registry customers via phone and email

• Return daily phone calls and emails

• Answer phones during individually assigned phone times

• Registry Responsibilities

• Enters data into Registry and Member's profile

• Serve as customer service representatives to the early childhood workforce, answering customer calls and delivering registry support and technical assistance (TA) on Registry and Learning Management System

• Specialists process emails, enter Registry data in order to process all applications, and verify education and professional development hours.

• Inform workforce clients regarding Career lattice, Credentials, Apprenticeships, Scholarships, and Career pathways

• Update existing data and information in the registry

• Provide technical assistance on registry features and functions to the membership

• Provide optimal customer service

• **Additional Registry Activities as Assigned:**

o Provide local program/ provider support for all Registry functions

o Conduct training and technical assistance to stakeholders on the registry system as needed, including Sponsoring Agencies.

• Communications Responsibilities:

• Foster collaboration with key stakeholders to inform the importance of education, training and experience impact on higher quality

• Foster collaboration and relationships with key partners, such as regulatory systems

Required Skills:

• Strong organizational skills

• Excellent attention to detail

• Excellent writing skills

• Active listening skills

• Strong computer skills

• Knowledge of MS Windows, Excel and Word

• Very strong customer service orientation

• Proven ability to effectively present information and respond to questions from leadership, clients and customers

• Ability to manage time effectively in a fast paced environment

• Thorough attention to detail

• Fluent communication and interpersonal skills with customers, business teams, and technical colleagues

• Proven analytical and problem-solving abilities

• Strong file management skills (electronic and paper)

Required Experience:

• Bilingual in Spanish and English

• Experience in help desk or call center environment, such as application support or client/ customer service.

• Bachelor's degree, or high-school degree and three (3) years of call center/ office management work experience

Preferred Experience:

• Experience in health & human services, child care or early childhood services

• Six (6) months call center experience preferred; or 1-year customer service/ office management skills

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The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.

Compensation:

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. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.

Range: $20.00 - $21.25

PCG does not sponsor newly hired foreign national workers for work authorization, including H-1B sponsorship.

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.

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.