AECOM is seeking qualified Call Center Support Specialists to support environmental sampling programs involving residential outreach and coordination. This role is responsible for serving as a primary point of contact for community members, ensuring clear, consistent, and compliant communication while coordinating scheduling and maintaining accurate records.
This position operates within a structured, compliance-driven environment where professionalism, attention to detail, and adherence to established protocols are critical.
Key Responsibilities
Resident Communication & Call Handling
- Provide professional, clear, and empathetic communication with residents
- Explain environmental sampling activities in simple, non-technical terms
- Effectively manage sensitive or concerned callers with composure and professionalism
Scripted Messaging & Compliance
- Follow approved scripts, FAQs, and communication protocols without deviation
- Avoid speculation or technical interpretation
- Adherence to controlled messaging in a regulated environment
Scheduling & Coordination
- Schedule residential sampling appointments using a CRM system (training provided)
- Coordinate access details, including contacts, property entry, and special instructions
- Track appointment confirmations, reschedules, and missed visits
Data Entry & Documentation
- Accurately document call logs, resident information, and interaction summaries in CRM systems
- Maintain complete, organized, and audit-ready records
Environmental Program Support
- Develop and maintain a basic understanding of program objectives, locations, and terminology
- Communicate program purpose clearly without providing technical or regulatory interpretation
Escalation & Issue Management
- Identify and escalate sensitive issues, including health concerns, complaints, or legal inquiries
- Follow defined escalation protocols to project teams
- Maintain professionalism during challenging interactions
Systems & Tools Use
- Utilize CRM systems, scheduling tools, and call tracking platforms effectively
- Navigate scripts, FAQs, and supporting documentation
- Demonstrate strong typing accuracy and speed
Process Discipline & Quality Control
- Consistently follow procedures and documentation requirements
- Maintain high-quality standards in a structured, compliance-driven environment
Confidentiality & Risk Awareness
- Maintain strict confidentiality of all resident and project information
- Understand regulatory and legal sensitivities of communications
- Avoid providing unauthorized information or interpretation
Required Qualifications
- Strong verbal communication skills with the ability to convey information clearly and calmly
- Professional phone presence with a customer-focused approach
- Excellent written communication skills for documentation and follow-up
- Experience in call center support, customer service, or administrative coordination
- Proficiency with CRM systems or similar data management tools (or ability to learn quickly)
- High attention to detail and accuracy in data entry
- Ability to follow structured processes and maintain compliance with protocols
- Demonstrated ability to handle sensitive or difficult conversations professionally
- Strong organizational and multitasking skills