Customer Care Specialist (Accommodations)

Ampcus Inc.•Reston, VA

3d•Remote

About The Position

Ampcus Inc. is seeking a motivated Customer Care Specialist (Accommodations) to join their team. This role focuses on handling escalated customer cases, managing email correspondence, and performing accurate data entry within specific databases. The specialist will apply case management skills and proactive outreach to support the Services for Students with Disabilities (SSD) program, ensuring cases are resolved within established guidelines and policies. The position requires strong decision-making, problem-solving, and communication skills, particularly in sensitive situations related to student accommodations.

Requirements

3-5 years experience leading and navigating complex customer issues and resolving those cases.
3-5 years experience providing high quality support while managing assigned cases within service level agreements.
Strong organizational and prioritization skills.
Proven ability to move forward within multiple projects in concert, as a leader, independently, and as a member of the team.
Adept problem-solving skills, including using data to inform decisions and actions.
Proven ability to build and manage customer relationships.
Proven ability to build strong relationships across internal teams that may have conflicting priorities.
The ability to collaborate and provide guidance to teammates on complex cases.
The ability to navigate a rapidly evolving landscape.
Knowledge of Microsoft Office tools: Word, Excel, PowerPoint.
Accurate and efficient data entry.
Accustomed to a fast-paced environment.
Attention to Detail.
Customer Service experience.
Experience with MS Office.
Experience with Salesforce.
Experience with Smartsheet.
Solid written communication skills.

Nice To Haves

Familiarity with accommodations and/or disabilities a plus.

Responsibilities

Handle escalated customer cases and manage email responses.
Perform accurate data entry into CB databases, including Salesforce and Smartsheet.
Apply case management skills and proactive outreach in support of the SSD program.
Ensure cases are resolved within the specified guidelines and policies of the SSD Program.
Ask probing questions to pinpoint customer needs and guide them to relevant policies and resources.
Communicate complex SSD Program policies effectively via email and written case status updates.
Work within aggressive timelines and handle sensitive conversations regarding accommodations for students with disabilities.
Apply strong decision-making skills and judgment to address complex requests and de-escalate difficult customer interactions.
Handle high volume caseloads while ensuring cases are accurately researched and closed within established timelines.
Learn and utilize multiple customer service and operational system applications.
Conduct root cause analysis of escalations.
Provide support for other work across the organization as needed.
Manage cases and execute SSD pre-administration processes that meet service level agreements.
Provide status on customer inquiries and trends within escalation categories.
Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms.
Engage in continuous dialogue with colleagues to identify issues and execute process improvements.
Provide input to the voice of the customer initiative.
Execute selected SSD post-administration processes.
Manage other self-assigned projects related to digital transformation and organizational changes.