Contact Center Support, Lead Associate

Association of American Medical Colleges (AAMC); Washington (District of Columbia); Remote; USD 47,000 - 56,000; Full time

Job summary

The Association of American Medical Colleges (AAMC) is offering a position for a Contact Center Support, Lead Associate. This role involves providing high-quality customer service, troubleshooting issues, and supporting program development. Candidates should possess strong communication skills and relevant experience, with the opportunity for fully remote work and a competitive salary range based on qualifications.

Benefits

Fully remote work available

Generous retirement savings options

Health & wellness perks

Employee Assistance Program

Qualifications

• Ability to interact positively with clients regarding problem-solving, policies, procedures, and training.
• Experience in Call Center and/or customer-focused environments.

Responsibilities

• Provide high-quality customer service and technical support in a multi-channel environment.
• Troubleshoot and provide support for product and program inquiries.
• Assist with case escalations and mentoring new staff.
• Participate in the design and testing of improvements.

Skills

Excellent verbal and written communication

Ability to type a minimum of 40+ wpm

Intermediate use and knowledge of Windows

Knowledge of MS Office Suite

Experience in a customer-focused environment

Education

Bachelor’s Degree or 4 years equivalent experience

High School diploma

Job description

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 benefits package designed to promote well-being, professional growth, and work-life balance. Highlights include :

Remote Work – Fully remote work available for most positions

Retirement Savings – Generous 403(b) employer contributions and financial wellness resources, including professional financial advising.

Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more)

Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets

Additional information can be found on our .

Why us, why now?

The Contact Center Support, Lead Associate serves as a second-tier customer advocate, providing high-quality service and / ortechnical support in a multi-channel, high volume Contact Center. In this role, the Contact Center Support, Lead Associate will troubleshoot and provide the full spectrum of support for more complex product and program inquiries supported by their team. This role will support the Team Lead with managing relationships with AAMC customers and will provide informal, program-specific support to team members. Contact Center Support, Lead Associate is also expected to assist with additional internal initiatives such as application testing and resource development.

How will you make an impact?

Inquiry Support :

Interface by telephone, e-mail,and other channels with clients regarding problem-solving, policies, procedures, training, software improvements, and / or the interaction of the software applications with other organizations.

Communicates new issues to management and team members

Proposes individual solutions or participates in team efforts to resolve problems

Monitor and help manage case escalations from team members

Serve as a mentor and role model regarding quality and other tasks for new and temporary staff

Subject Matter expert who can provide support to others with both in-class and web-based training

Serve as a point of contact to other team members with inquiries or escalation requests

Provides input into the development of Web pages that educates clients on procedures, software usage, and problem resolution.

Participates on specific task forces and teams as requested

Serve as an informal escalation point for inquiries that can be easily resolved.

Team and Program Support

Participates in the design and testing of new improvements.

Participates in documenting and editing client manuals, tutorials, and training courses materials

Participates with other program staff in the review of current applications and the identification of problem areas for future development and refinement.

What you’ll bring to the role :

Education

Bachelor’s Degree or 4 years equivalent experiencerequired

A minimum of a High School diploma is required

Required Qualifications :

Ability to type a minimum of 40+ wpm.

Excellent verbal and written communication with the ability to listen and articulate clearly in a patient and calm manner.

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

Call Center and / or experience working in a customer-focused, metrics-based environment.

This position is eligible for remote work in the contiguous US

47,005.00-$55,300.00

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 Association of American Medical Colleges (AAMC) is an Equal Opportunity / Affirmative Action Employer. The AAMC is committed to the policy of an equal employment opportunity 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.

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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