New

Call Center Customer Service Professional

Ampcus, Inc
United States, Georgia, Alpharetta
May 07, 2025
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: Call Center Customer Service Professional Location(s): Alpharetta, GA Targeted Years of Experience: 3-5 years Description Daily attendance for this assignment is required with exception of specified Holidays. If pre-planned vacation or PTO, please do not apply. Training will be provided and it is crucial to the success of this project. The potential contractors should understand professionalism and their commitment to success, is a requirement in the training environment and on the floor once they complete training. Hybrid Schedule Model - Minimum 8 business days to be worked office monthly. About the team: The Business Finance Operations (BFO) team is a wireless finance operations group responsible for ensuring that business and government channel activities adhere to standards and guidelines. The team audits business channel activities and transactions, creates and maintains wireless customer profiles in ECPD, oversees promotional offers and discounts, applies and maintains wireless tax exemption status, and manages business channel OCCs. The BFO works closely with Business Group (VBG) operations teams and VBG customers. Responsibilities: Ability to support all functions handled in the Business Finance Operations Team (BFO), including RYLs and Retail RYLs and Profile Creation/Updates. Complete various transactions utilizing client systems including EWI/ECPD, Work Flow Manager (WFM), ACSS, and OneSource. Ability to research issues to analyze business situations and provide recommendations incorporating both customer and compliance point of view. Ability to navigate in Work Flow Manager (WFM) in relation to all functions of the Business Finance Operations (BFO). Ensure documents received when processing requests are compliant with BFO and Telecommunication compliance requirements prior to completion. Troubleshoot and cross-reference WFM requests based on information provided to ensure resolution. Ability to adapt to performance measurements for functions being handled in Business Finance Operations (BFO). Place outbound calls to internal and external customers as required to obtain immediate resolution and/or completion of tasks, providing additional guidance and education on processes as needed. Review, research and take action on customer inquiries related to their employer discount program; resolving automation errors, escalation support and auditing functions. Interface with BGCO, Sales Team, Information Systems, Marketing, Legal and other Business Partners to ensure compliance with process/procedures. Review, research and take action in response to customer inquiries related to employer discount program; which includes resolving automation errors, escalation support, and auditing functions. Qualifications Bachelor's degree or Minimum 3 years of customer service experience required. Multiple systems knowledge (ECPD, ACSS, WFM). Excellent analytical & problem solving skills. Strong interpersonal skills. Excellent organizational and time management skills. Professional verbal and written communication skills. Strong commitment of Quality Assurance Ability to handle multiple tasks. Proficient in Microsoft Office products (Excel, Word, and PowerPoint). Knowledge/Experience in a high volume, production environment. Excellent customer focus skills. Ideally, you'll also have: One or more years of Business to Business experience Multiple systems knowledge (ECPD, ACSS, WFM) Demonstrated flexibility to business changes that may impact your core responsibilities. Proven ability to be well organized, detail-oriented and able to complete repetitive tasks accurately. Demonstrated strong, independent decision-making skills based on documented guidelines and procedures Demonstrated ability to read, comprehend and adapt to process and procedural changes with ease. Proven ability to work independently in a fast-paced, rapidly changing environment, with limited oversight. Demonstrated flexibility to business changes that may impact your core responsibilities. Strong mathematical and statistical skills. 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.