Customer Services Support Operator

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 Services Support Operator

Location(s): Buffalo Grove, IL
(Hybrid: 2 days onsite Tuesday and Wednesday)

Position Overview
We are seeking a dedicated Customer Services Support Operator to provide exceptional customer support through phone, email, and online chat. This role will support internal and external customers, resolve inquiries, process orders and transactions, and collaborate with multiple teams to provide timely and effective solutions.

The position provides exposure to HVAC, Building Automation, and Fire Safety customer segments and requires strong communication, organization, problem-solving, and customer service skills.

This is a hybrid position based in Buffalo Grove, Illinois. The standard schedule is two days onsite and three days remote. Due to an ongoing facility renovation, there may be a temporary period during which the position will be fully remote. The onsite schedule is expected to resume once the renovation is complete.

Key Responsibilities

• Prioritize daily workloads involving internal and external customer inquiries, recognizing urgency and taking appropriate action.
• Provide professional and responsive customer service through phone, email, and online chat.
• Spend approximately half of the workday supporting customers by phone in a call-center environment, with the remaining time dedicated to email and other customer service activities.
• Develop long-term solutions to customer issues through creative problem-solving and cross-functional collaboration.
• Manage incoming Salesforce mailboxes and queues and provide timely, professional responses.
• Execute daily SAP transactions, including:
  • Order entry
  • Order status updates
  • Returns
  • Credits and debits
  • Quotes
• Provide user support for online catalogs and ordering platforms.
• Research customer questions and issues using available information and resources.
• Identify, redirect, and/or escalate issues to the appropriate resources in accordance with established customer support procedures.
• Maintain accurate and detailed CRM records for all customer contacts and interactions.
• Work with third-party suppliers regarding order execution, returns, customer inquiries, product selection, and order status resolution.
• Monitor and respond to real-time online chat requests.
• Address customer inquiries and escalations professionally while maintaining a high level of customer satisfaction.

Basic Qualifications

• High school diploma or state-recognized GED.
• 2+ years of practical customer support experience.
• Strong verbal and written communication skills in English.
• Experience with Microsoft Office applications.
• Demonstrated ability to:
  • Handle customer inquiries and escalations.
  • Deliver professional and effective customer service.
  • Prioritize multiple customer requests and tasks.
  • Research and resolve customer issues.
  • Communicate effectively with internal teams, customers, and external suppliers.
• Must be legally authorized to work in the United States on a continual and permanent basis without company sponsorship.

Preferred Qualifications

• Associate or bachelor's degree in a related discipline.
• Previous experience supporting HVAC, Building Automation, or Fire Safety customers.
• Experience with SAP.
• Experience with Salesforce.
• Previous call-center or high-volume customer service experience.
• Strong problem-solving and organizational skills.
• Ability to collaborate effectively across multiple business functions.

Work Environment

• Hybrid schedule: Tuesday and Wednesday onsite; remaining days remote.
• Standard working hours: 8:00 AM-5:00 PM, Monday through Friday.
• No travel required.
• Due to facility renovations, the position may temporarily operate 100% remotely before returning to the standard hybrid schedule.

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.