Customer Account Specialist I

Customer Account Specialist I

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 Location: Norfolk, VA

Pre-Screening MUST be on each Resume:

• Describe a time when you were faced with a new task where you had little to no experience. How did you handle the situation and what was the outcome?
• Describe your communication style when faced with difficulties (i.e. tech issues, late arrivals, etc).
• Describe a time when you found it difficult to understand a customer and how did you approach that interaction?
• The nature of our business sometimes interrupts our plans and home life when we least expect it. As essential personnel, you could be asked to work extended shifts (until 5:30pm), to include evenings, weekends, and holidays. Would this be a problem for you? What steps would you take to ensure you're available to assist our customers when they need us most?

Note: Candidates must be ready to start on day 1, if they do not arrive on day 1, they will be removed from the cohort. Please note no vacation will be taken within the first 90 days due to the training schedule.

Submittal Requirements:

• Candidate resume must be up to date, be clear/concise and clean - Need Month and Year for each position on Resume
• Right to Represent must be attached

Candidate resumes – candidates will not be considered for the following reasons:

• Job Hopping, no more than 2 jobs within a year
• Employment Gaps without significant reason
• Short Term Employment
• Lack of Information
• Spelling errors

Primary location of assignment: CCR & Norfolk

What is the preferred candidate location (local, non-local, remote?) and is there flexibility? MUST be only local or drive-in candidates – this position will be a hybrid environment; this is not a 100% remote position. Commute should be no longer than 45 minutes.

Work Hours: Contractors are considered essential personnel for this role. During training, the primary hours will be from 8:00 AM to 5:30 PM. Once trained to handle "lights out" calls, the schedule may vary depending on business needs. However, the typical hours will likely remain 8:00 AM to 5:30 PM. Candidates should be flexible and open to working extended hours, weekends, and holidays. Additionally, they must be prepared to work on-site, as this is not a remote opportunity.

Top Required Skills:

• Must have customer-facing experience (in person or phone): 2 years or more
• Must have strong computer skills (Microsoft office, video conferencing, etc.)
• Must be able to multi-task between activities and screens during customer interactions.
• Experience working with the public where the customer experience is the main focus

Soft skill requirements:

• Must have STRONG interpersonal communication skills with customers, supervisors, peers.

Nice to Have Skills:

• Bi-lingual is wonderful, but not required.

High Level Project Overview:

• Working as a part of the Customer Account Management team candidates will assist the company's residential customers with basic to complex residential inquiries to include: high bill inquiries, support/assistance to resolve customer inquiries, performs billing reconciliation through analysis and reconciliation to resolve the customer's needs, and provides detailed explanations/applications of electric rates to customers. Client is looking for someone with experience in customer service with a drive and desire to become an established member of the team and who wants to advance and succeed as a part of client's Customer Account Management team for years to come. Candidates should expect this position to help them grow and advance as a part of a team and be able to work independently as needed.

Preferred Years of Experience:

• Minimum 2 years of experience in an inbound call center environment
• It would be a plus to also have experience with utilities

Education:

• HS/GED Required
• Associate degree preferred, not required

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.