Contact Center Associate

Contact Center Associate

The Contact Center Associate supports operations by providing first-level assistance via ticketing, email, and phone to both internal and external aerospace customers. This role involves managing, maintaining, and prioritizing help desk queues to effectively assign second-level issues to appropriate team members and departments, which may include technical or logistics requests. The associate is responsible for identifying, investigating, resolving, and following up on issues presented by customers regarding aviation matters. They must document, track, and monitor technical issues to ensure timely resolution and provide follow-up to ensure contractual timeframes are met.

Responsibilities:

• Provide first-level support to aerospace customers through various communication channels.
• Manage help desk queues and assign issues to appropriate support team members.
• Investigate and resolve aviation-related problems, ensuring timely follow-up.
• Document and monitor technical issues to ensure timely resolution.
• Communicate professionally during all customer interactions to maintain high satisfaction standards.
• Maintain current knowledge of relevant technology and company products, services, rates, and processes.
• Escalate unresolved customer issues to the Contact Team Leader or Manager.
• Build strong customer relationships through regular communication.

Essential Skills:

• Customer service/sales support experience in a call center environment.
• Proficiency in Microsoft Office and computer skills.
• Experience with Oracle/Salesforce and data entry.
• 5+ years of contact center experience.

Additional Skills & Qualifications:

• Experience in any industry, including healthcare insurance.
• Oracle experience is highly preferred but not mandatory.
• Associate's degree preferred.

Work Environment:

The work schedule is Sunday through Wednesday, totaling 35 hours. Sunday hours are from 7:20 AM to 7:20 PM, while Monday to Wednesday hours are from 8:00 AM to 4:30 PM. The position requires working in the office from Monday to Wednesday, with Thursday to Saturday off.

Pay and Benefits:

The pay range for this position is $28.00 - $28.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type:

This is a hybrid position in Middle River, MD.

Application Deadline:

This position is anticipated to close on Sep 29, 2025.

About Aston Carter:

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing double diamond winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.