Contact Center Specialist (Environmental Program)

Job Description

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

Qualifications

Preferred Qualifications

• Experience supporting environmental, regulatory, or public-facing programs
• Familiarity with terminology such as groundwater sampling, monitoring wells, or drinking water wells
• Prior experience in compliance-driven or highly regulated environments

Key Competencies

• Professionalism and empathy
• Accuracy and attention to detail
• Process discipline
• Communication clarity
• Risk awareness and judgment

Work Environment & Schedule

• Must be available to work Monday through Friday, 9:00 AM to 6:00 PM Eastern Time
• High-volume resident interaction in a structured call center environment
• Emphasis on quality, consistency, and compliance

Additional Information

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

About AECOM

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.

AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com.

What makes AECOM a great place to work

You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity.

As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.