Environmental Contact Center Specialist

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

Requirements

• 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
• About AECOM

Benefits

Additional Information

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.

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