Bilingual Customer Service Rep

Public Consulting Group

2d•$20 - $21

About The Position

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 www.publicconsultinggroup.com. 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.

Requirements

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)
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

Nice To Haves

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

Responsibilities

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
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
Provide local program/ provider support for all Registry functions
Conduct training and technical assistance to stakeholders on the registry system as needed, including Sponsoring Agencies.
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