Contact Center Associate

Washington, DC, USA|Remote

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $44,455.00 - $52,300.00

Work Schedule

Standard Hours

Benefits

Hybrid work

Medical insurance

Dental Insurance

Vision Insurance

wellness programs

Fitness Reimbursement

Paid Time Off

Paid parental leave

short-term disability

long-term disability

403(b) Retirement Plan

Financial planning resources

backup care

Tuition Reimbursement

Professional development opportunities

Job Description

The Association of American Medical Colleges (AAMC) is a reputable not-for-profit organization dedicated to transforming health care by supporting the full spectrum of medical education, medical research, and patient care conducted by its member institutions. This commitment extends to improving the health of communities across the United States through a comprehensive approach that includes advocacy, education, and collaborative initiatives. The AAMC is known for its leadership role in addressing healthcare challenges and advancing medical knowledge, making it a crucial entity in the medical and educational landscape. The organization values its employees and offers a comprehensive benefits package to support their well-being, professional development, and work-life balance. This includes offerings such as hybrid work arrangements, comprehensive health and wellness plans, generous paid time off, retirement plans with employer contributions, and family support resources.

The Contact Center Associate role at AAMC is a frontline customer service position responsible for representing the Support Center across multiple communication channels including phone, email, and digital platforms. This role is essential in delivering exceptional support to a diverse array of audiences including pre-medical and medical students, member institutions, advisors, and letter authors. The position requires managing high volumes of inquiries efficiently while ensuring accurate, professional, and timely assistance related to AAMC’s services, programs, and applications. Furthermore, the role involves contributing to process improvements by identifying trends, recommending updates to knowledge bases, and participating in system testing and enhancement initiatives. The job is primarily remote within the Washington DC/Baltimore metro area, offering flexibility while maintaining engagement in a structured environment with clear performance metrics.

This role demands strong communication and problem-solving skills, proficiency in using CRM systems like Salesforce, and the ability to navigate web-based applications and tools. The Contact Center Associate will work closely with team members and leadership to continuously enhance customer experience and operational efficiency. Compensation for this position ranges from $44,455 to $52,300 annually, commensurate with experience and qualifications. Education requirements include a minimum of a high school diploma with a preference for a bachelor's degree, and related call center or help desk experience is essential. The position is ideal for candidates dedicated to providing excellent customer service within a mission-driven organization in the medical education field, seeking professional growth and development opportunities.

Job Requirements

High school diploma or equivalent
2 - 4 years of related work experience
prior experience working in a call center, help desk, or related area required
ability to type a minimum of 40+ wpm
eligibility to work within a 50-mile radius of Washington, DC
ability to work remotely within the Washington DC/Baltimore metro area only

Job Qualifications

High school diploma or equivalent
bachelor’s degree preferred
2 - 4 years of related work experience
prior experience working in a call center, help desk, or related area required
ability to type a minimum of 40+ wpm
experience working with a CRM system (e.g., Salesforce) preferred
ability to work in a structured environment with defined metrics and performance expectations preferred
intermediate use and knowledge of Windows, MS Office Suites, and web applications preferred
technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications preferred

Job Duties

Serves as the primary point of contact for customer inquiries via phone, email, and other digital channels under close supervision of leadership
delivers accurate, timely, and professional assistance using department processes, knowledge articles, and system tools
troubleshoots account access, eligibility, program requirements, and site navigation issues
documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM
meets or exceeds departmental KPIs, including service levels, first-contact resolution, quality standards, adherence, and customer satisfaction
determines when issues require escalation to a Senior Support Center Specialist and ensures handoff is complete, accurate, and timely
follows defined escalation paths to the next level leader, based on complexity
monitors pending cases and ensures follow-up tasks are completed within expected timeframes
identifies gaps or inaccuracies in Salesforce knowledge articles and recommends updates
submits feedback on recurring issues, system defects, and process inefficiencies
participates in user acceptance testing for application enhancements, system releases, or new tools
supports continuous improvement initiatives within the Support Center
partners with ASC Training, Programs, and Knowledge Management to improve process accuracy and customer experience
shares trends, common barriers, and customer feedback to inform operational decisions
supports team-wide initiatives, meetings, and training sessions as required
attends training and coaching sessions to maintain competence across programs and systems
contributes to a positive and collaborative team culture by supporting colleagues and sharing best practices
maintains strong knowledge of services, programs, and system updates