Customer Service Rep

Ampcus Inc., headquartered in Chantilly, Virginia, is certified by SBA, USPAACC, WBENC, & VMSDC as a leading 8(a), Minority, and Women Owned Professional Services & Staff Augmentation firm. Our high repeat business rate and contract extensions with various clients testify to our strong commitment. Ampcus is proud of our high employee retention rate, ensuring smooth and efficient work at all client sites. Job Description Position: Customer Service Rep Locations: 2350 Kerner Blvd., #300, San Rafael, CA 94901 Duration: Contract to hire Responds to customer inquiries via telephone, email, SMS, and chat to provide problem resolution in accordance with the organization’s service standards. Receives and/or places telephone calls that are predominantly routine but may require deviation from standard screens, scripts, and procedures. Answers customer telephone inquiries, orders, service needs, and complaints, responding where applicable or directing to technical/service areas. Maintains detailed and current knowledge of the company’s/assigned client’s products and services. Analyzes customer service needs for communication to service and technical departments when applicable. Requires ability to navigate a computer‑based data entry system or other relevant applications. Resolves basic or tier 1 payment and account related requests—including card activations, payments, and name and address updates—for card holders of 1–2 assigned company clients. Provides standardized or scripted responses using a user‑friendly GUI screen for client systems and established documentation and processes. Enters required data into client‑provided systems and databases. Determines basic reasons for customer issues using a client‑provided decision tree and escalates or refers unresolved customer grievances and requests to more experienced Customer Service Representatives or designated departments for further investigation and resolution. Begins to build base knowledge and familiarization of products, policies, and procedures for a limited number of clients and an understanding of association guidelines and compliance by frequently referring to online manuals and specific client training required to resolve card holder inquiries. High School Diploma or Equivalent – Typically No Relevant Experience Required – SKILLS / KNOWLEDGE – Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks. JOB COMPLEXITY – Works on assignments that are routine to semi‑routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision‑making. SUPERVISION – Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments, works under close supervision. Application Instructions Full Name Contact # E‑mail address Current Location Highest Level of Education Skill Set and Expertise Current Organization Years of total work experience Work Authorization Expected Rate Relocation Certification Travel Notice Period Availability for Interview Qualifications All candidates must have at least 1–2 years of call center or corporate customer service experience, excellent communication skills, and solid MS Office skills. #J-18808-Ljbffr Ampcus