What are the responsibilities and job description for the Customer Care Specialist (Accommodations) position at Ampcus Incorporated?
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 (Accommodations)
Location(s) : Reston, VA (Remote)
Responsibilites :
- The FTE staff will handle the advanced cases (and other tasks associated with the new digital testing roll out), but they need 4 specialists that have solid customer service experience and stellar DATA ENTRY and WRITTEN communicatio skills.
- This role may handle phones, but the gap is data entry and handling email correspondence.
- It is CRUCIAL the data being entered is accurate, so we will be looking for past performance / roles requiring this skill.
- The selected candidates will enter into CB databases, but one is salesforce so this and smartsheets experience needed.
- As the Services for Students with Disabilities (SSD) Customer Care Specialist you will apply your superior case management skills and proactive outreach in support of a mission-critical operational function.
- You will be responsible for managing escalated cases, email responses, and certain SSD specific procedures. You will ensure that these cases are resolved within the specified guidelines and policies of the SSD Program.
- You understand the importance of asking probing questions to pinpoint a customer's needs and for guiding customers to the policies and resources needed to resolve their questions and challenges.
Provide Customer Service (50%)
students, parents, and educators and the operational procedures necessary to resolve customer
escalations.
case status format.
accommodations for students with disabilities.
requests and to de-escalate difficult customer interactions.
out within established timelines.
escalated SSD customer service cases.
Execute SSD Operational Processes & Recommend Process Improvements (35%)
agreements.
and feedback mechanisms
product owner to identify issues and execute process improvements, quality checkpoints to
ensure the highest quality service in supporting these processes.
and improved customer experience.
Complete Special Projects (15%)
method changes
Qualifications :
service level agreements
multiple projects in concert, as a leader, independently, and as a member of the team
relationships across internal teams that may have conflicting priorities
Must Have :
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.
