Contact Center Associate

Who We Are: The Association of American Medical Colleges (AAMC) is a not-for-profit association dedicated to transforming health care by supporting medical education, research, and patient care across its member institutions. Benefits: Hybrid work with primarily remote roles, comprehensive medical/dental/vision coverage, wellness programs, fitness reimbursement, paid time off, 403(b) retirement plan, backup care for families, tuition reimbursement, and professional development opportunities. Job Overview Contact Center Associate – serves as the frontline representative of the Support Center, delivering exceptional customer support to a diverse range of AAMC audiences via phone, email, and digital channels. Key Responsibilities Provide accurate, timely, and professional assistance using department processes, knowledge articles, and Salesforce CRM. Troubleshoot account access, eligibility, program requirements, and site navigation issues. Document interactions, case notes, and resolutions thoroughly in Salesforce. Meet or exceed departmental KPIs, including service levels, first-contact resolution, quality standards, adherence, and customer satisfaction. Determine when issues require escalation to a Senior Support Center Specialist and ensure proper handoff. Monitor pending cases and complete follow-up tasks within expected timeframes. Identify gaps or inaccuracies in knowledge articles and recommend updates. Provide feedback on recurring issues, system defects, and process inefficiencies. Participate in user acceptance testing and support continuous improvement initiatives. Collaborate with ASC Training, Programs, and Knowledge Management to improve processes and customer experience. Attend training and coaching sessions to maintain competence and contribute to a positive team culture. Qualifications High School diploma or equivalent; Bachelor’s degree preferred. 2–4 years of related work experience in a call center, help desk, or similar environment. Minimum typing speed of 40WPM. Experience with a CRM system (e.g., Salesforce). Intermediate proficiency in Windows, MS Office, and web applications. Technical knowledge of navigating and troubleshooting web‑based browsers and applications. Preferred Skills Experience in a structured environment with defined metrics and performance expectations. Remote Work Eligibility Eligible only for remote work within the Washington DC / Baltimore metro area. Must reside within 50miles of Washington, DC. Compensation Grade Range: $44,455.00–$52,300.00. Final salary determined by experience, education, and internal equity. Equal Employment Opportunity The AAMC is an Equal Opportunity Employer and is committed to a diverse workforce. Reasonable accommodations are provided for qualified individuals with disabilities. #J-18808-Ljbffr Association of American Medical Colleges