Job Details

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 Service Representative

Location(s): Cary, NC
(Hybrid: 3 days in the office)

Customer Service Coordinator

• For the Customer Services Representative role: 1 for 11-8pm & 1 for 10-7pm.
• The rest of the start times will be 7AM, 8AM or 9AM start spread out evening.

Not a call center role - no scripts used; every day is different

Key Responsibilities
This is a role well suited to an ambitious professional, looking for the next step in their career. As a Customer Service Coordinator, you will be responsible for:

• Owning the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
• Applying critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.
• Owning customer communications E2E for all service events.
• Navigating complex discussions with customers when scheduling appointments.
• Management and application of prioritization logic that aligns with customer commitments.
• Owning the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills.
• Manage capacity planning to meet cyclical demand ensuring delivery of customer commitments.
• Ability to utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

Customer Service Representative
This individual will effectively deploy resources within the service organization to ensure service activities are appropriately aligned with contractual agreements, directing large teams in the completion of highly variable work streams, while reducing potential scheduling conflicts which may delay resolution. They are accountable for delivering world-class customer experience by providing 24/7 support, and responsible for the timely and accurate scheduling of service events by properly communicating and managing time sensitive workload. This role will report to the Zone Operations Manager and will be part of a team focused on customer success.

Required Knowledge/Skills, Education, and Experience:

• 2-5 years' experience in a customer relationship related role, in a fast-paced environment.
• Positive attitude and passion for customer service.
• Successfully manage competing priorities while achieving key performance indicators and maintaining a high level of quality.
• Experience communicating ideas and rationale to internal teams and customers.
• Must have excellent interpersonal skills, interact favorably with others and skilled at maintaining positive relationships while working to resolve problems and maintaining a high level of professional integrity.
• Excellent organizational skills with an ability to manage time and prioritize based on impact and criticality of customer issue.
• Strong PC skills (MS office software like Word, PowerPoint, Excel and Outlook).
• Associate degree or equivalent experience required.

Preferred Knowledge/Skills, Education, and Experience:

• Ability to professionally investigate and respond to requests in a timely manner
• Strong communication skills and are adaptable to change
• Ability to think at a high level and apply business concepts.
• Experience to anticipate customer needs.
• A history of acting as a collaborative team player with cross-functional teams.
• An interest in solving problems that don't have obvious solutions.

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.