Customer Care Specialist - State Implementation

Ampcus, Inc; Great Falls Crossing (VA); Remote; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Care Specialist to support the implementation of state assessment programs. This role involves providing exceptional customer service, managing escalations, and collaborating with various stakeholders to ensure timely resolutions. The ideal candidate will possess strong communication skills, a service-oriented mindset, and experience in a high-volume customer service environment. Join a forward-thinking team committed to continuous improvement and making a positive impact in the educational sector.

Qualifications

• 3-5 years of customer service experience managing escalations.
• Experience in K-12 educational technology preferred.

Responsibilities

• Provide exceptional customer service and manage escalations.
• Act as a liaison between various stakeholders to resolve issues.

Skills

Customer Service

Communication Skills

Problem-Solving

Salesforce CRM

Data Analysis

Education

College Degree

Tools

Microsoft Office

Salesforce CRM

Job description

Job Title: 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.

Location(s):

Reston, VA (Remote)

Profile:

5+ years of customer service experience with strong communication skills and a service-solution oriented mindset. Candidates should have experience in tier 2 support handling inquiries from teachers, parents, and students, utilizing CB systems like Salesforce CRM. Education experience and assessment administration knowledge are highly desirable.

Job Summary:

Supporting the SCPM team in implementing the state's SAT and PSAT assessment programs. You will serve as an escalation point for the state department of education, district, and school test coordinators, managing escalations and ensuring timely resolution within internal policies. Success in this role requires problem-solving skills, quick learning, and a proactive approach to customer support.

Responsibilities:

1. Provide Exceptional Customer Service (75%)
2. Become an expert in client policies and operational procedures to resolve inquiries effectively.
3. Act as a liaison between customer service operations, internal departments, and external vendors to resolve processing issues and escalated cases.
4. Communicate case statuses and complex policies clearly to students, parents, counselors, and admissions personnel.
5. Work within tight deadlines handling sensitive student cases.
6. Manage high-volume caseloads, ensuring cases are researched and closed promptly.
7. Learn and utilize multiple customer service systems.
8. Lead root cause analysis and resolution of escalated cases.
9. Perform manual processes and data entry for exceptions as needed.
10. Support other operational tasks to meet shared goals.
11. Complete Special Projects and Continuous Improvement (25%)
12. Provide operational reports and analyze customer inquiry trends.
13. Assist with customer outreach and contribute to continuous improvement initiatives.
14. Perform other duties and projects as assigned, including process improvements and quality checks.

Qualifications & Experience:

• 3-5 years of customer service experience managing escalations in a high-volume environment.
• 3-5 years in K-12 educational technology, assessment, or related experience preferred.
• Strong collaboration and relationship-building skills across stakeholders.
• Excellent communication skills, both written and verbal.
• Effective planning, prioritization, and problem-solving abilities.
• Proficiency in Microsoft Office and Salesforce CRM.
• Ability to analyze data to identify trends and inform improvements.
• Flexibility and adaptability to new methods and situations.
• Willingness to travel 4-6 times annually.
• College degree preferred.

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