Computer Lab Attendant - Customer Service Representative

Overview

About Public Consulting Group

Public Consulting Group, Inc. (PCG) is a leading public sector management consulting 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 2,000 professionals in more than 50 offices around the US, in Canada and in Europe. PCG's Human Services practice helps state, county, and municipal human services agencies to achieve their performance goals in order to better serve populations in need. PCG's Human Services' seasoned professionals offer proven solutions to help agencies design programs, services, and systems; increase program revenue; cut costs; and improve regulatory compliance with state and federal regulations. To learn more, visit .

Responsibilities

Overall Responsibilities:

PCG is seeking a highly motivated and dependable Customer Service Representative (CSR) to perform the day-to-day operations involved in our San Diego, California, CalWORKs Employment services operation. This individual will be responsible for maintaining our applicant and employer database designed to ensure the success our business services team. This individual may also complete County paperwork, utilize the CalWIN database for data entry and reporting tasks. This role is ideal for an administrative professional with excellent attention to detail, interpersonal and customer service skills. This CSR position will initially report directly to the Customer Service Supervisor.

Computer Lab Responsibilities:

• Provides customer service, including greeting clients as they enter or exit the building in a professional and friendly manner and answering routine questions for participants.
• Help direct participant traffic in the lobby.
• Provide outreach to new clients and follow up on referrals.
• Establishes and maintains files in accordance with program standards.
• Performs data entry and record keeping.
• Creates case files for new participants.
• Scheduling appointments for new and existing clients for services.
• Provide technical support for clients using computer lab
• Monitor computer system performance to ensure proper operation.
• Teach others to use computer equipment or hardware.
• Train others in computer interface or software use.
• Document operational activities.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Oversee the daily performance of computer systems.

Other Responsibilities:

• Provide daily leadership and guidance to the program assistant staff according to the mission, goal, and objectives of the program;
• Manage the proper execution of standard operating procedures for the project Ensure standard operating procedures for the project are implemented and maintained;
• Obtain contract performance expectations and adhere to stringent federal, state, county, and company compliance objectives;
• Order and distribute office supplies to both office locations in San Diego, CA;
• Assist clients at the Front Desk by answering phone calls, scheduling appointments and fielding questions;
• Ensure customers/participants receive quality and timely services;
• Generate comprehensive accurate reports to provide staff with timely information;
• Communicate regularly with all staff to disseminate timely information;
• Maintain and process all ongoing CERMs imaging to comply with our paperless policies;
• Contact, schedule and process all facility maintenance and vendor service calls;
• Assist staff at both locations with salvageable items including recyclables and shredded materials;
• Communicate in a timely and concise way with community and county partners;
• Collect and enter data into applicant and employer database;
• Complete necessary county paper documents and forms with required data or information;
• Compile, copy, sort and file data activity records;
• Maintain communication with organizations and programs where CalWORKs participants are located;
• Seek feedback and direction from direct supervisor and project leadership team;
• Maintain strong working relationships with community and government agencies that provide services to our clients.

Qualifications

Required Skills:

• Ability to manage and report significant amounts of data;
• Ability to handle multiple tasks under pressure;
• Familiarity with scanning and general office equipment;
• Ability to learn quickly in a fast pace environment;
• Orientation toward team-based approaches;
• High self-awareness and ability to accept feedback;
• Ability to prioritize work and meet deadlines;
• Process oriented and results-driven work strategy;
• Ability to work across and communicate with all levels of management and staff;
• Ability to track and report data accurately and timely;
• Ability to establish and maintain professional relationships with clients, government and community agencies;
• Excellent problem-solving, decision-making, and organizational skills;
• Ability to deliver and present workshop curriculum in a motivational and inspirational manner;
• Solid technical, practical, and demonstrable skills with Microsoft Office Suite including MS Word, Excel, etc;
• Ability to recognize and maintain the confidentiality of all materials in the work setting;
• Ability to maintain a record keeping and follow-up system;
• Ability to work with and relate to participants and demonstrate active listening skills;
• Display a professional level of empathy for participants and respect for cultural differences;
• Ability to learn specialized databases and software systems;
• Proper etiquette including customer relation techniques, strong verbal and communications skills;
• Excellent accuracy and attention to detail;
• Ability to recognize and maintain the confidentiality of all materials in the work setting;
• Understanding of modern office methods and practices, efficient with computers;
• Demonstrated ability to use various computer systems preferably CalWIN although not required;
• Ability to establish and maintain professional relationships with federal, state and county agencies as well as the general public; and
• Ability to work independently, requiring minimal supervision and on multiple projects simultaneously;

Required Education and Experience:

• An Associate's degree with 2 years of administrative, clerical, and customer service experience.
• Previous knowledge in employment readiness services and data entry is not necessary, but desired.
• Previous experience with multicultural staff and customers is a plus
• Fluent in English; bilingual or multilingual candidates desired specifically in Spanish