Job Title: Contact Center Associate
Job Description
The Contact Center Associate provides first-level support to internal and external aerospace customers through ticketing, email, and phone. This role manages and prioritizes help desk queues, documents and tracks technical issues, and ensures timely resolution in line with contractual guidelines. The position requires strong customer service skills, the ability to work with a technical customer base, and proficiency in business systems such as Oracle and Salesforce to maintain high levels of customer satisfaction.
Responsibilities
Provide first-level contact center support via ticketing, email, and phone to internal and external aerospace customers in a timely and professional manner.
Manage, maintain, and prioritize help desk queues to ensure that issues are addressed efficiently and assigned to the appropriate second-level support team or department when needed.
Identify, investigate, and resolve customer issues related to aviation, and perform thorough follow-up to ensure complete resolution.
Document, track, and monitor technical issues in the appropriate systems to ensure timely and accurate resolution.
Use business systems and tools, including Oracle and Salesforce, to track, research, and resolve customer issues.
Provide timely follow-up to client inquiries and issues to ensure that contractual timeframes and service level guidelines are met.
Communicate with customers in a professional, courteous, and clear manner during all interactions to maintain high customer satisfaction standards.
Maintain current knowledge of relevant technologies, systems, and tools as assigned to support effective issue resolution.
Maintain a working knowledge of company products, services, rates, and processes to provide accurate information and support.
Work effectively with a technical customer base, understanding their needs and providing appropriate solutions or escalations.
Escalate unresolved or complex customer issues to the appropriate team leader or manager when necessary.
Build and strengthen customer relationships through regular, proactive communication and reliable follow-through.
Access, navigate, obtain, and edit data in various systems, depending on the product or affiliate, to support customer requests and internal processes.
Essential Skills
5+ years of contact center or call center experience providing customer service and support.
Proven experience supporting a technical customer base in a customer service or support environment.
Strong customer service skills with the ability to handle inquiries via phone, email, and ticketing systems.
Proficiency with Microsoft Office and general computer skills to manage documentation and communication.
Experience with data entry and maintaining accurate records in multiple systems.
Ability to manage and prioritize multiple help desk queues and tasks in a fast-paced environment.
Strong verbal and written communication skills with a professional demeanor in all customer interactions.
Ability to document, track, and monitor technical issues through to resolution.
Comfort using business systems such as Oracle and Salesforce or similar CRM and ticketing tools.
Additional Skills & Qualifications
Experience working in a contact center environment in any industry; experience in healthcare insurance or other complex, regulated industries is welcome.
Oracle experience is highly preferred, with willingness to learn and be trained further on the platform.
Experience with Salesforce or similar CRM systems is beneficial.
Associate's degree is preferred.
Demonstrated ability to build strong customer relationships through consistent and clear communication.
Ability to quickly learn and maintain knowledge of company products, services, rates, and processes.
Strong problem-solving skills with the ability to investigate and resolve technical or logistical issues.
Work Environment
This is a structured contact center environment with a focus on supporting internal and external aerospace customers. The typical schedule is Monday through Friday from 7:30 a.m. to 4:00 p.m., with one rotational Saturday per month and Sundays off. You will work extensively with computers and business systems, including Oracle, Salesforce, Microsoft Office, and various internal platforms for ticketing, data entry, and issue tracking. The role involves continuous communication via phone, email, and ticketing tools, requiring sustained attention to detail and responsiveness. The environment emphasizes professionalism, reliability, and collaboration, with ongoing learning to stay current on relevant technologies, products, and processes.
Job Type & Location
This is a Contract to Hire position based out of Middle River, MD.
Pay and Benefits
The pay range for this position is $32.00 - $34.00/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 May 10, 2026.
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 (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.
