Who We Are:

The Association of American Medical Colleges is a not-for-profit association dedicated to transforming health care by supporting the entire spectrum of medical education, medical research, and patient care conducted by our member institutions. We are dedicated to the communities we serve and steadfast in our goal to improve the health of all.

At the AAMC, we are committed to supporting our employees with a comprehensive benefits package designed to promote well-being, professional growth, and work-life balance. Highlights include:

• Remote Work – Fully remote work available for most positions 

• Retirement Savings – Generous 403(b) employer contributions and financial wellness resources, including professional financial advising. 

• Health & Wellness Perks – Fitness and bicycle subsidies, on-site and virtual wellness programs (live yoga, meditation, mental health webinars, flu shot clinics, and more) 

• Support & Family Care – Employer paid Employee Assistance Program (EAP) and back-up care options for children, adults, elders, and even pets 

Additional information can be found on our website.

Why us, why now?

The Contact Center Support, Lead Associate serves as a second-tier customer advocate, providing high-quality service and/or technical support in a multi-channel, high volume Contact Center.  In this role, the Contact Center Support, Lead Associate will troubleshoot and provide the full spectrum of support for more complex product and program inquiries supported by their team.  This role will support the Team Lead with managing relationships with AAMC customers and will provide informal, program-specific support to team members.  Contact Center Support, Lead Associate is also expected to assist with additional internal initiatives such as application testing and resource development. 

How will you make an impact?

Inquiry Support:

• Interface by telephone, e-mail, and other channels with clients regarding problem-solving, policies, procedures, training, software improvements, and/or the interaction of the software applications with other organizations. 

• Communicates new issues to management and team members 

• Proposes individual solutions or participates in team efforts to resolve problems 

• Monitor and help manage case escalations from team members 

• Serve as a mentor and role model regarding quality and other tasks for new and temporary staff 

Team Resolver:

• Subject Matter expert who can provide support to others with both in-class and web-based training  

• Serve as a point of contact to other team members with inquiries or escalation requests 

• Provides input into the development of Web pages that educates clients on procedures, software usage, and problem resolution. 

• Participates on specific task forces and teams as requested 

• Serve as an informal escalation point for inquiries that can be easily resolved. 

Team and Program Support

• Participates in the design and testing of new improvements.

• Participates in documenting and editing client manuals, tutorials, and training courses materials 

• Participates with other program staff in the review