Customer Care Specialist - State Implementation

Ampcus, Inc; Reston (VA); Remote; USD 45,000 - 60,000; Full time

Job summary

A prominent consulting firm is seeking a Customer Care Specialist - State Implementation to support the state's SAT and PSAT assessment program. The role involves managing customer inquiries, working closely with various stakeholders, and providing exceptional service in a high-volume environment. Candidates should possess at least 3-5 years of relevant experience in customer service, preferably in the education sector. Strong communication and problem-solving skills are essential. This position offers a remote work framework, with occasional travel required.

Qualifications

• 3-5 years of customer service experience managing escalations.
• Experience in K-12 educational technology preferred.
• Ability to communicate complex issues effectively.

Responsibilities

• Provide exceptional customer service and manage escalations.
• Serve as a business contact between customer service and external vendors.
• Conduct root-cause analysis of customer service cases.

Skills

Customer service experience

Communication skills

Problem-solving skills

Relationship building

Planning and prioritization

Job description

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). Ideally, the person has education experience and is adept at assessment administration. High‑level customer support with research, communication skills, preferably in the education space, and preferably with assessment experience.

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 related to the implementation of the 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. You will manage escalations in a timely manner and within the specified guidelines and policies of various internal departments. You will be most successful if you are a problem‑solver, fast‑learning specialist willing to go above and beyond to support customers and find resolutions to issues.

Responsibility

• 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 a business contact between the customer service operations group and all internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases. Establish strong relationships with each listed department 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, including 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 the 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 the 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.
• 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.
• High volume call center experience.
• K-12 educational technology, training, assessment industry, and/or K-12 school/state/central office experience.

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 veteran status or individuals with disabilities.