Call Center Specialist

Job Title: Dispute Resolution Specialist (Call Center Specialist)

Industry: Nonprofit / Consumer Services / Dispute Resolution

Location: McLean, VA

Assignment Type: Contract-to-Hire | Long-term contract with potential for permanent conversion after training completion

Pay: $24.00–$25.00/hour

Work Schedule: Monday–Friday | 9:00 AM – 6:00 PM EST

Hybrid schedule after training: 2 days onsite / 3 days remote

Initial training period will be fully onsite for approximately 3–6 weeks

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About Our Client:

Addison Group is partnering with a respected organization seeking customer-focused professionals to join their dispute resolution operations team. This organization supports consumers through structured resolution programs and provides a collaborative environment with opportunities for long-term growth and advancement.

Job Description:

Our client is seeking a professional and detail-oriented Customer Service Representative to support consumers through dispute and claims processes. This individual will serve as a primary point of contact for inbound inquiries, explain program procedures, and assist customers with documentation and claim submissions. The ideal candidate will have prior experience in fast-paced contact center environments and demonstrate strong communication and problem-solving abilities.

Key Responsibilities:

• Respond to inbound customer inquiries in a high-volume contact center environment
• Explain program procedures, eligibility requirements, and claim processes
• Assist customers with submitting claims online and over the phone
• Maintain accurate documentation within internal systems
• Escalate complex or sensitive matters appropriately
• Deliver professional, empathetic, and solution-oriented customer support
• Support outreach initiatives and operational projects as assigned
• Learn and apply industry-specific regulations and procedures

Qualifications:

• Bachelor’s degree required
• 4+ years of progressive customer service experience in a call center or contact center environment
• Experience with CRM or contact center platforms such as RingCentral or similar systems
• Previous experience supporting Fortune 500 or enterprise-level organizations preferred
• Strong written and verbal communication skills
• Excellent customer service, problem-solving, and multitasking abilities
• Comfortable navigating web-based platforms and customer support applications
• Demonstrated career progression within prior customer service roles

Additional Details:

• Structured training and onboarding provided
• Opportunity for advancement into higher-level dispute resolution/case management responsibilities
• Start date targeted for June/July 2026
• Team-oriented and fast-paced work environment
• Video interview process with hiring leadership team

Perks:

• Hybrid flexibility after training period
• Long-term career growth opportunity
• Collaborative and supportive team environment
• Exposure to dispute resolution and case management operations
• Professional development and advancement potential

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.