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Agent Assistant Jobs in Baltimore, MD (NOW HIRING)

CNA

Small Business Territory Manager

Timonium, MD · On-site

... agent, producer, and CSR clarity on appetite, workflows, and "how to do business" with CNA • Strong connectivity between agencies and underwriting, resulting in fewer stalled deals, faster issue ...

Cna

Small Business Territory Manager

Timonium, MD · Remote

... agent, producer, and CSR clarity on appetite, workflows, and "how to do business" with CNA Strong connectivity between agencies and underwriting, resulting in fewer stalled deals, faster issue ...

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All JobsAgent JobsAgent Assistant JobsAgent Assistant Jobs in Baltimore, MD

Agent Assistant information

See Baltimore, MD salary details

$32.3K

$68.9K

$175.4K

How much do agent assistant jobs pay per year?

As of Aug 23, 2026, the average yearly pay for agent assistant in Baltimore, MD is $68,869.00, according to ZipRecruiter salary data. Most workers in this role earn between $40,200.00 and $76,500.00 per year, depending on experience, location, and employer.

What is an agent assistant?

Agent Assistants are professionals who provide administrative and operational support to agents in various industries, such as real estate, insurance, or talent management. Their responsibilities often include managing schedules, handling client communications, organizing documents, and assisting with the preparation of contracts or listings. By managing these tasks, Agent Assistants help agents focus on their core responsibilities, improve efficiency, and enhance client satisfaction.

What are the common responsibilities of an agent assistant?

Agent Assistants typically handle a variety of tasks such as scheduling meetings, managing correspondence, organizing files, and conducting research to support agents. They play a crucial role in ensuring that agents are well-prepared for client interactions and that daily operations run smoothly. By efficiently managing administrative duties, Agent Assistants free up agents to focus on client relationships and business development, directly contributing to the overall success and productivity of the team.

What are the key skills and qualifications needed to thrive as an agent assistant?

To thrive as an Agent Assistant, you need strong organizational abilities, attention to detail, and proficiency in administrative tasks, often supported by a high school diploma or relevant office experience. Familiarity with office software (such as Microsoft Office Suite), scheduling tools, and customer relationship management (CRM) systems is typically required. Excellent communication, time management, and problem-solving skills help you build rapport and efficiently manage multiple priorities. These skills ensure smooth day-to-day operations, enhance agent productivity, and improve client satisfaction in dynamic environments.

What is the difference between Agent Assistant vs Real Estate Agent?

AspectAgent AssistantReal Estate Agent
Required CredentialsTypically no license required, but some states may require real estate licenseLicensed real estate professional
Work EnvironmentOffice-based, supporting agents with administrative tasksClient-facing, showing properties, negotiating deals
Employer & Industry UsageReal estate brokerages, agenciesReal estate brokerages, independent practices
Common Search & Comparison IntentUnderstanding support roles in real estateBuying, selling, or listing properties

The main difference between an Agent Assistant and a Real Estate Agent is that the Agent Assistant typically handles administrative and support tasks without needing a license, while a Real Estate Agent is licensed to represent clients in property transactions. Agent Assistants support agents behind the scenes, whereas Real Estate Agents actively engage with clients and conduct property showings. Both roles are essential in the real estate industry but serve different functions based on licensing and responsibilities.

What does an agent assistant do?

An agent assistant supports real estate, insurance, or customer service agents by handling administrative tasks such as scheduling, data entry, and client communication. They often use tools like CRM software and require strong organizational skills to help agents focus on client interactions and sales activities.

What are the most commonly searched types of Agent jobs in Baltimore, MD?

The most popular types of Agent jobs in Baltimore, MD are:

What are popular job titles related to Agent Assistant jobs in Baltimore, MD?

For Agent Assistant jobs in Baltimore, MD, the most frequently searched job titles are:

What job categories do people searching Agent Assistant jobs in Baltimore, MD look for?

The top searched job categories for Agent Assistant jobs in Baltimore, MD are:

What cities near Baltimore, MD are hiring for Agent Assistant jobs?

Cities near Baltimore, MD with the most Agent Assistant job openings:

Agent Assistant jobs near you
Infographic showing various Agent Assistant job openings in Baltimore, MD as of August 2026, with employment types broken down into 2% As Needed, 75% Full Time, 19% Part Time, 1% Temporary, and 3% Contract. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution, with an average salary of $68,869 per year, or $33.1 per hour.

Contact Center Specialist

Phase2 Technology

Silver Spring, MD • On-site

$77.60 - $176/hr

Other

Medical, Life, Retirement, PTO

Posted 5 days ago

Job description

Contact Center Specialist The Opportunity

Contact centers depend on tightly coordinated operational processes and technology stacks such as omnichannel routing engines, CRM platforms, workforce management models, AIassist tools, and knowledge systems, all of which must be configured and monitored to deliver consistent service.

As a contact center specialist on our team, you will get under the hood of contact center operations, workforce levers, routing rules, and CRM‑driven case handling. You will work directly with Dynamics 365 Customer Service and Contact Center configurations, including omnichannel workstreams, queues, routing logic, agent workspace design, escalation flows, and data captured in Dataverse, to evaluate how users move through the system and where breakdowns occur. You will review routing outcomes, case handling steps, triage accuracy, assist tools, and knowledge article adoption. You will evaluate how AI‑assisted experiences such as chatbots, agent assist prompts, suggested knowledge, and guided responses influence customer satisfaction and agent efficiency. You will identify issues such as ineffective escalation paths, poor knowledge relevance, inconsistent categorization, or friction within agent workflows.

Your work will directly inform and drive improvements while optimizing routing tables, refining omnichannel prioritization, tuning AI and bot‑to‑agent handoffs, validating CRM workflow integrity, strengthening escalation paths, improving knowledge governance, and recommending workforce adjustments that support service‑level compliance.

Join us. The world can’t wait.

You Have
  • Experience in contact center operations, including intake, triage, routing, and escalation workflows.
  • Experience with Dynamics 365 Customer Service or contact center environments, including queues, routing, case handling, and agent workspace configuration.
  • Knowledge of contact center performance metrics, service levels, queue management, and quality framework.
  • Knowledge of AI chatbot operations and co‑pilot studio, such as conversational topic design, escalation logic, and integration with CRM or knowledge systems.
  • Ability to analyze and improve omnichannel performance, including queue behavior, service‑level impacts, and cross‑channel escalation paths.
  • Ability to analyze operational processes, identify gaps, and recommend improvements.
  • Ability to facilitate discussions with operational, technical, and leadership stakeholders.
  • Ability to obtain and maintain a Public Trust or Suitability/Fitness determination based on client requirements.
  • HS diploma or GED.
Nice If You Have
  • Experience configuring Dynamics 365 Omnichannel, including routing rules, session templates, conversation forms, and case automation.
  • Experience working in a federal or regulated contact center environment.
  • Experience with CRM or contact center platforms such as routing engines, case management, and knowledge tools.
  • Knowledge of AI‑powered contact center tools such as Copilot Studio, intent classification models, agent assist prompts, and knowledge‑grounded responses.
  • Ability to assess workforce management assumptions, staffing models, and operational readiness.
  • Ability to analyze and interpret customer experience trends and operational performance data.
  • Bachelor’s degree.
  • Contact center operations, quality, or process improvement certification.
Vetting

Applicants selected will be subject to a government investigation and may need to meet eligibility requirements of the U.S. government client.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well‑being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work‑life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full‑time and part‑time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen's benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. The projected compensation range for this position is $77,600.00 to $176,000.00 (annualized USD). This posting will close within 90 days from the posting date.

Commitment to Non‑Discrimination

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.

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