Under direct supervision, performs basic consulting analyses (e.g., operations improvement, human resources, organizational design, etc.) to support client business needs. Collects client, industry-relevant, and other related market data to support consulting analyses. Validates and inputs data into applicable analysis tools. Ensures accuracy of entered data and consults primary sources to clarify any issues or discrepancies, as necessary. Escalates issues as necessary. Under direct supervision, prepares basic sections of management consulting reports. Performs other duties as required. Performs basic administrative activities such as organizing meetings, writing correspondence, and organizing contract and project-related materials.

Specific Client Description:

• Manage Customer Service email inbox by responding to customers to provide assistance on program status, construction specifics, required documentation, and health information about lead pipes
• Assist directly with managing customer inquiries, escalating as needed, and assist with regular reporting.
• Provide updates to Customer Service Manager on specific cases and/or program initiatives (ex, SOP Touchpoints systems/database)
• Communicate status updates to the client based on high-priority cases/customers.
• Correspond with customers by answering or returning phone calls.
• Ability to interpret data, utilize various applications, and complete accurate, detailed data-entry of customers' communications to maintain records.
• Have proficient writing skills and excellent verbal communication skills.
• Correspond internally with the construction team to provide customers with accurate information regarding the status of the lead replacement program they are in.
• Organize and schedule meetings as needed to discuss relevant topics and distribute meeting notes.
• Develop email templates for providing general information to customers