AI-Enhanced Customer Care Specialist

Socket.dev; Washington (District of Columbia); On-site; USD 25,000 - 39,000; Full time

Job summary

Business Technology Integrators (BTI) is seeking a Contact Center Specialist to join the frontline support team in Washington, DC. You will handle inquiries across phone, email, chat, and AI-assisted channels, ensure accurate documentation in the CRM, and follow escalation paths for unresolved issues.

You will work within the AI-assisted service model, leveraging chatbot outputs and escalating when necessary, while contributing to a positive user experience aligned with UX standards.

Qualifications

• High school diploma or equivalent required; undergraduate coursework or degree preferred.
• At least 3 years of experience as a customer service agent or contact center representative.
• Strong verbal and written communication skills, including the ability to explain technical information clearly to non-technical users.
• Experience using contact center or CRM platforms (e.g., AWS Connect, Salesforce, or similar) to log, track, and resolve user interactions.
• Ability to follow documented procedures and escalation protocols consistently and accurately.
• Basic familiarity with AI-assisted service tools such as chatbots or automated resolution systems, including the ability to recognize when an automated response is inadequate and elevate appropriately.
• Ability to work effectively both independently and as part of a team, accommodating fluctuations in call/contact volume.

Responsibilities

• Provide timely, accurate, and courteous support to users and callers across phone, email, chat, and AI-assisted channels.
• Document interactions accurately in the CRM/case management system and escalate complex issues per procedures.
• Work within the AI-assisted service model, flagging gaps and helping improve automated responses.
• Escalate unresolved issues following established escalation paths and ensure a positive user experience.

Skills

Customer service

Verbal communication

Written communication

CRM systems

Case logging

AI-assisted tools

Escalation handling

Team collaboration

Education

High school diploma

Undergraduate coursework

Tools

AWS Connect

Salesforce

KnowledgeOwl

Job description

Business Technology Integrators (BTI) is seeking a Contact Center Specialist to join the frontline support team in Washington, DC. You will handle inquiries across phone, email, chat, and AI-assisted channels, ensure accurate documentation in the CRM, and follow escalation paths for unresolved issues.

You will work within the AI-assisted service model, leveraging chatbot outputs and escalating when necessary, while contributing to a positive user experience aligned with UX standards.