Tier 1 Help Center Agent (Senior Coordinator)

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: Tier 1 Help Center Agent (Senior Coordinator)

Location(s): Richmond, VA / Mclean, VA

Duration: 7 months assignment with the possibility of extension

The Tier 1 Help Center Agent (Senior Coordinator) handles a wide variety of incoming requests from current and former Client associates through phone, email, and chat channels. Topics will range from payroll, time tracking, performance management, compensation, benefits, associate relations, etc., as well as general navigation assistance. Performers in this role are expected to work closely with Client Associates to answer their questions and resolve any issues with a key focus on associate experience. The ideal candidate will have:

• Ability to work remotely in a quiet environment with a high-speed, reliable internet connection.
• Ability to be flexible and adapt in a fast-paced call center atmosphere.
• Strong time management, problem-solving skills, previous customer service experience, and great attendance.

• HR Help Center's call center handles and resolves inbound inquiries via phone call, email, and chat from current and former Client employees with flexibility throughout the day and week.
• Conduct exit interviews.
• Create on-demand checks.
• Display good judgment, decision making, and confidentiality.
• Meet all Key Performance Indicators (KPIs).
• Open and maintain cases in the Salesforce case management system.
• Assist Client HR Partners as required to resolve errors and maintain or update accurate information in Workday.
• Solve problems and share solutions to resolve incoming inquiries.
• Understand when the incoming request should be forwarded to the next tier or should be handled by an immediate supervisor or team lead.
• Navigate Pulse or other help center resources to locate required information.
• Demonstrated customer service skills, attention to detail, and decision-making skills.
• Excellent written and verbal communication skills.
• Maintain a high level of integrity related to Associate Personal Information.
• Perform other duties as assigned.

• Ability to work remotely in a quiet environment with a high-speed, reliable internet connection.
• Ability to be flexible and adapt in a fast-paced call center atmosphere.
• Strong time management, problem-solving skills, previous customer service experience, and great attendance.

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.