Contact Center Associate

The Contact Center Associate provides first-level support to internal and external aerospace customers through phone, email, and ticketing systems. This role manages and prioritizes help desk queues, documents and tracks technical and logistics issues, and ensures timely and accurate resolution in line with contractual service levels. The position requires strong customer service skills, the ability to work with technical customer bases, and proficiency in using business systems to resolve and follow up on customer inquiries.

Responsibilities

• Provide first-level contact center support to internal and external aerospace customers via ticketing, email, and phone in a timely and professional manner.
• Manage, maintain, and prioritize help desk queues to ensure efficient handling of incoming requests.
• Assign second-level issues to the appropriate support team members and departments, including technical or logistics requests, when necessary.
• Identify, investigate, and resolve customer problems related to aviation issues, ensuring accurate and thorough follow-up.
• Document, track, and monitor technical issues in the appropriate systems to ensure timely resolution.
• Provide consistent and timely follow-up to client issues to meet contractual timeframes and service level guidelines.
• Use designated business systems to track, research, and resolve customer inquiries and issues.
• Communicate with customers in a professional and courteous manner during all interactions to maintain high customer satisfaction standards.
• Maintain current knowledge of relevant technology and tools as assigned to support customer needs effectively.
• 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 translating them into actionable support requests.
• Escalate unresolved or complex customer issues to the appropriate team leader or manager when necessary.
• Build and strengthen customer relationships through regular, clear, and proactive client communication.
• Access, navigate, obtain, and edit data in various systems, including those specific to different products or affiliates, to support customer requests accurately.

• At least 5+ years of contact center or call center experience.
• Proven customer service and customer support experience, including handling a technical customer base.
• Proficiency with Microsoft Office applications.
• Strong general computer skills and ability to work in multiple systems.
• Experience using ticketing systems and business applications to track and resolve issues.
• Data entry skills with attention to detail and accuracy.
• Ability to manage and prioritize multiple help desk queues and tasks.
• Strong verbal and written communication skills with a professional demeanor.
• Ability to investigate, troubleshoot, and resolve customer issues effectively.
• Comfort working with internal and external stakeholders in a fast-paced environment.

• Oracle experience is highly preferred and considered a strong asset.
• Experience with Salesforce is beneficial.
• Associate degree is preferred.
• Experience supporting customers in any industry, including technical or complex service environments, is welcome.
• Ability to quickly learn new systems, technologies, and processes.
• Strong relationship-building skills and a customer-focused mindset.

This is an in-office contact center role that supports aerospace customers using phone, email, and ticketing systems. The schedule is 35 hours per week, working Sunday through Wednesday. The hours are Sunday from 7:20 a.m. to 7:20 p.m., and Monday through Wednesday from 8:00 a.m. to 4:30 p.m., with Thursday through Saturday off. The role requires being local and comfortable working on-site in the office Monday through Wednesday. You will work with various business systems, including Oracle, Salesforce, and other internal platforms, in a professional office environment focused on timely, high-quality customer support.

Job Type & Location

This is a Contract to Hire position based out of Middle River, MD.

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)

This is a hybrid position in Middle River,MD.

This position is anticipated to close on Apr 28, 2026.

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.