Senior Contact Center Associate

Job description

Who We Are: The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all. At the AAMC, we are committed to supporting our employees with a comprehensive and competitive benefits package designed to promote well-being, professional development, and work-life balance. Hybrid Work – Primarily remote roles with the ability to work across the U.S. Comprehensive Health & Wellness – Medical, dental, and vision coverage; wellness programs; and fitness reimbursement Generous Time Away – Paid time off, holidays, personal days, sick leave, paid parental leave and short‑ and long‑term disability benefits. Retirement & Financial Well-Being – 403(b) retirement plan with generous employer contributions and financial planning resources Family & Care Support – Backup care for children, elders, and pets, plus resources for families with specialized needs Learning & Purpose: Tuition reimbursement, professional learning and development opportunities and the chance to advance a meaningful mission. Additional information can be found on our website . Why us, why now? The Senior Support Center Specialist provides advanced customer service and technical support within a multi-channel, high-volume Support Center environment. This position serves as a mid-escalation resource responsible for resolving complex inquiries, supporting assigned programs or queues, and ensuring high-quality service delivery. The role partners closely with Senior Team Leaders to maintain queue health, monitor service levels, and support workflow continuity. Although not a supervisory role, the Senior Support Center Specialist acts as an informal resource for team members by offering program-specific guidance and modeling exemplary service standards. Additionally, this position contributes to process improvements through user acceptance testing, and collaboration with internal partners to enhance overall efficiency and customer experience. How you will make an impact? Advanced Inquiry & Escalation Support: Resolves escalated or complex customer inquiries requiring advanced problem-solving, deeper program understanding, or technical knowledge/support. Documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM. Monitors pending cases and ensures follow-up tasks are completed within expected timeframe. Serves as the designated resolver for assigned programs or queues to ensure timely, accurate, and high-quality resolution. Troubleshoots issues across multiple communication channels (phone, email, and other digital channels) with a focus on accuracy, professionalism, and customer satisfaction. Evaluates escalation requests from Support Center Specialists, determining the appropriate handling path and resolving when possible. Identify patterns or emerging issues and report trends to leadership for further review or action. Program Expertise & Team Support Acts as a program resource for team members by guiding policies, procedures, and escalation criteria. Identify gaps or inaccuracies in knowledge articles and recommend updates. Submits feedback on recurring issues, system defects, and process inefficiencies. Supports Team Leads by serving as a backup in monitoring queue coverage, distributing workload, and ensuring assigned programs maintain service level expectations. Provides input into the development or enhancement of customer-facing and internal documentation, including help pages, FAQs, and program resources. Flex to support additional programs as needed during peak periods or high-volume cycles. Professional Development & Team Collaboration: Participates in system or application user acceptance testing (UAT) for updates impacting assigned programs. Contributes to the development, review, and refinement of internal resources such as job aids, knowledge articles, and training materials. Collaborates with program partners to identify process gaps and recommend improvements. Provides feedback on customer challenges or operational barriers to support continuous improvement efforts. 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. Maintains strong knowledge of services, programs, and system updates. What you will bring to the role: Required Qualifications: Associate degree or higher in Business, Communications, or related field. Bachelor’s degree preferred 4-5 years of related work experience Prior experience working in a high-volume, multi-channel support environment, previous involvement in user acceptance testing, documentation development, or process improvement initiatives. Preferred Qualifications: Proficiency in navigating and utilizing CRM and telephony systems; ability to learn technologies quickly. Technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications. Remote Work Eligibility This position is eligible for remote work within the Washington DC / Baltimore metro area only. Compensation Grade Range $48,025.00-$56,500.00 Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. If a bachelor’s degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience. The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact the talent acquisition team . Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name. 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