Why us, why now?

Contact Center Associate serves as the frontline representative of the Support Center and is responsible for delivering exceptional customer support to a diverse range of AAMC audiences: Pre-Medical Students, Medical Students, Member Institutions, Advisors, and Letter Authors within a multi-channel, high volume Support Center environment. This role handles inbound requests through phone, email, and digital channels, ensuring timely, accurate, and professional assistance with services, programs, and applications supported by the organization. The Specialist also plays an active role in continuous improvement efforts by identifying recurring issues and recommending enhancements to knowledge content and processes.

How you will make an impact?

Customer Support & Issue Resolution:

• 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.

Case Management & Escalation:

• 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.

Knowledge, Process, and System Improvement:

• Identify 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 (UAT) for application enhancements, system releases, or new tools.

• Supports continuous improvement initiatives within the Support Center.

Professional Development & Team Collaboration:

• 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.

What you will bring to the role

Required 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

Preferred Experience:

• Experience working with a CRM system (e.g., Salesforce).

• Ability to work in a structured environment with defined metrics and performance expectations.

• Intermediate use and knowledge of Windows, MS Office Suites, and Web Applications.

• Technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications.

Note: Eligibility is contingent upon candidates working within a 50-mile radius of Washington, DC.