Senior Contact Center Associate

Association of American Medical Colleges•Washington DC, DC

4d•Remote

About The Position

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.

Requirements

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.
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.

Responsibilities

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.
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.
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.