Customer Care Specialist - State Implementation

Customer Care Specialist - State Implementation

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented team.

Job Title: Customer Care Specialist - State Implementation

Location(s): Reston, VA (Remote)

Profile: 5+-year customer service professional with strong communication skills and service-solution oriented mindset; someone that is great at analyzing scenarios and problem solving with attention to detail. Candidates must have experience as tier 2 support handling customer inquiries (will be cases from teachers, parents, students); they will be utilizing CB systems (most like salesforce CRM). Most ideal if the person has education experiencedouble great with assessment administration.

Job Summary: In support of the "boots on the ground" work the State Implementation Support Specialists are doing on the SCPM team. You will be responsible for supporting questions and issues in relation to the implementation of state's SAT and PSAT assessment program. You will be an escalation point of contact for the state department of education, district test coordinators, and school test coordinators as they implement the assessment for their federal accountability test in spring 2025. This will include managing escalations in a timely manner and within the specified guidelines and policies of various internal departments.

Responsibilities:

• Provide exceptional customer service (75%)
• Be an expert in client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
• Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases. Establish a strong relationship with each of departments listed above and external vendors, specifically the various customer service outsourced partners.
• Communicate effectively, verbally and in written format case status, as well as complex program policies to consumers, to include students, parents, high school guidance counselors and college/university admissions personnel.
• Work within aggressive timelines and with extremely sensitive student cases.
• Handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
• Learn multiple customer service and operational system applications required to manage escalated customer service cases.
• Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases.
• Conduct manual processes to implement exceptions workarounds.
• When necessary, provide manual support for data entry and exceptions.
• Provide support of other work across operations division as needed to support shared goals.
• Complete special projects and continuous improvement (25%)
• Provide operational readouts and status on customer inquiries and trends within client and/or externally with customers.
• Assist with customer outreach for special projects.
• Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience.
• Perform other related duties and projects as assigned.
• Identify and communicate process improvements and quality checkpoints, as well as multiple program policies driving customer complaints/concerns.

Qualifications & Experience:

• 3-5 years of customer service experience managing customer escalations in a high-volume customer service operation (required)
• 3-5 years of related work experience in K-12 educational technology, training, assessment industry, and/or K-12 school/state/central office experience (preferred)
• The ability to act in a highly collaborative way with the ability to influence others and build strong relationships across internal and external stakeholders.
• Excellent written and verbal communication skills, including the ability to communicate complex and sensitive issues.
• Effective planning, prioritization, and problem-solving skills.
• Computer literacy, including Microsoft Office applications
• The ability to manage relationships with peers as well as multiple levels of management
• Ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience
• The ability to be flexible and quickly adapt to new methods, situations, and requirements
• The ability to travel 4-6 times a year to client offices and/or vendors.
• A college degree (preferred)

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.