Customer Service Operations Analyst; Pacific Northwest region

Duties and Responsibilities

• Responds to inquiries and questions in a timely manner
• Analyzes and formats data for reporting
• Analyzes inquiry data to inform customer training topics and training programs
• Trains clients on the use of project systems
• Tests functionality of newly released applications
• Collects/enters/codes data into data collection program within set timeliness and accuracy performance standards
• Communicates effectively with clients to provide information and answer questions
• Works within a team to complete data entry and related tasks
• Works within a team to accomplish other duties on projects to meet necessary deadlines
• Provides training and guidance to Customer Service Operations Analysts in area of expertise

• Analytical skills, including the ability to analyze and organize data
• Excellent communication skills. Ability to provide superior customer service support via phone
• Ability to design and deliver online trainings
• Ability to manage time to meet critical deadlines
• Strong attention to detail
• Ability to work independently and with a team
• Excellent ability to build and maintain business relationships with clients
• Proficiency in MS Office products, including PowerPoint, Excel and Word
• Some travel required

• High School diploma or equivalent required, bachelor’s degree preferred
• 3+ years working in office or corporate environment required, experience with MS Office Application, Call Center/Client Service Experience strongly required
• Must be located in the western region of the US - preferably OR or

Office Setting

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: $59,900 - $69,900

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

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.