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Call Center Jobs in Silver Spring, MD (NOW HIRING)

Zimmerman Associates, Inc.

Call Center Agent

Bethesda, MD · On-site

$21.50/hr

Call Center Agents will be responsible for coordinating healthcare appointments for primary care and specialty care medical services via incoming and outgoing phone calls for (13) Military Treatment ...

Zimmerman Associates

Call Center Agent

Bethesda, MD · On-site

$21.50/hr

Call Center Agents will be responsible for coordinating healthcare appointments for primary care and specialty care medical services via incoming and outgoing phone calls for (13) Military Treatment ...

Verida Inc

Call Center Mgr DC

Washington, DC · On-site

Responsible for managing and optimizing call center operations through effective scheduling, real-time workforce management, and the strategic use of human and automated resources to achieve customer ...

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Call Center information

See Silver Spring, MD salary details

$11

$18

$25

How much do call center jobs pay per hour?

As of Aug 9, 2026, the average hourly pay for call center in Silver Spring, MD is $18.52, according to ZipRecruiter salary data. Most workers in this role earn between $15.91 and $19.90 per hour, depending on experience, location, and employer.

What is a call center job?

Call center jobs involve handling customer inquiries, complaints, or support requests via phone, email, chat, or other communication channels. Employees in these roles may provide information, resolve issues, process orders, or offer technical support. Call center agents typically work in a fast-paced environment and must have strong communication and problem-solving skills. These positions can be found in a variety of industries, such as telecommunications, retail, banking, and healthcare.

How to start working at a call center?

To start working at a call center, you typically need to meet minimum age and education requirements, complete an application, and pass an interview. Many positions require good communication skills, basic computer knowledge, and sometimes specific certifications or training. Employers often provide on-the-job training to familiarize new employees with their systems and procedures.

What are the qualifications to get a call center job?

Most call center jobs do not have strict qualifications and provide extensive on-the-job training. Customer service skills are a must, and sales experience is helpful if you want to be an outbound call center agent. As a call center representative, you must be an excellent communicator. Your job duties and responsibilities involve taking or making phone calls and using a computer system for your entire shift, so you need to able to listen, enter customer data, answer questions, and solve problems. The ability to multitask is crucial.

What are some common challenges faced by call center agents, and how can they be managed effectively?

Call center agents often encounter challenges such as managing high call volumes, handling difficult customers, and meeting performance targets. Effective time management, active listening skills, and access to comprehensive training can help agents navigate these challenges. Supportive team environments and regular feedback from supervisors also play a crucial role in maintaining morale and ensuring agents feel equipped to handle stressful situations. Additionally, many centers offer opportunities for advancement into supervisory or specialized roles based on performance and experience.

What is the difference between Call Center vs Customer Service Representative?

AspectCall CenterCustomer Service Representative
Required CredentialsHigh school diploma; training providedHigh school diploma; training provided
Work EnvironmentCall centers, often in large facilitiesOffice or remote, interacting with customers
Employer & Industry UsageCustomer service, sales, technical supportCustomer support across various industries
Common Search & ComparisonOften compared for communication rolesRelated but more personalized customer interaction

While both roles involve assisting customers, a Call Center typically refers to a centralized facility handling high-volume calls, often for sales or support. Customer Service Representatives may work in call centers or directly within companies, providing personalized support. The main difference lies in the environment and scope of interaction, with Call Centers focusing on volume and efficiency, and Customer Service Representatives emphasizing individual customer relationships.

What are the key skills and qualifications needed to thrive as a call center representative?

To thrive as a Call Center Representative, you need strong verbal communication, active listening skills, and often a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call routing systems, and basic computer applications is typically required. Patience, problem-solving ability, and a positive attitude help individuals excel in managing customer inquiries and resolving issues. These skills and qualities are crucial for delivering excellent customer service and maintaining customer satisfaction in a high-volume, fast-paced environment.

Are call center jobs worth it?

Call center jobs involve handling customer inquiries and support, often requiring good communication skills and patience. They typically offer entry-level opportunities with flexible schedules, but may have variable pay and high call volume, which can impact job satisfaction.
More about Call Center jobs
What are the most commonly searched types of Call Center jobs in Silver Spring, MD? The most popular types of Call Center jobs in Silver Spring, MD are:
What are popular job titles related to Call Center jobs in Silver Spring, MD? For Call Center jobs in Silver Spring, MD, the most frequently searched job titles are:
What job categories do people searching Call Center jobs in Silver Spring, MD look for? The top searched job categories for Call Center jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Call Center jobs? Cities near Silver Spring, MD with the most Call Center job openings:
Call Center jobs near you
Infographic showing various Call Center job openings in Silver Spring, MD as of August 2026, with employment types broken down into 2% As Needed, 73% Full Time, 23% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $38,515 per year, or $18.5 per hour.

Call Center Agent

Zimmerman Associates, Inc.

Bethesda, MD • On-site

$21.50/hr

Full-time

Re-posted 22 days ago

Job description

Zimmerman Associates, Inc. (ZAI) is currently seeking to hire Call Center Agents to support its contract with the Integrated Referral Management and Appointing Center (IRMAC), the National Capital Regions' premier coordinating authority for appointing and referral management.
  • PAY RATE: $21.50 HRLY PLUS $5.09 H&W

ROLE AND RESPONSIBILITY:
Call Center Agents will be responsible for coordinating healthcare appointments for primary care and specialty care medical services via incoming and outgoing phone calls for (13) Military Treatment Facilities within the National Capital Region.
This is an onsite employment opportunity. .
QUALIFICATIONS/SKILLS AND EXPERIENCES:
• High school diploma and at least six (6) months' experience in a customer service role in a healthcare environment or a related discipline is required.
• U.S Citizenship required as well as ability to obtain a Public Trust Clearance.
• Effective communication skills.
• Knowledge of medical terminology.
• Knowledge of Health Information Privacy (ethical and legal considerations)
• Familiarity with DOD, Federal, State, non-profit healthcare systems and other related organizations, to include, DoD Tri-Service Military Healthcare Systems, TRICARE purchased care system, Medicare, Medicaid, VA, Public Health Department, and Regional and local support services.
• Ability to perform accurate data entry with strong attention to detail.
• Superior customer service, problem solving, collaboration and organizational skills.
• Knowledge of Microsoft Office programs, Outlook (email), and the Internet is required.
ESSENTIAL TASKS:
1. Utilize the AVAYA automated Call Distribution (ACD) system, receive phone calls for appointment related requests for the National Capital Region and the Proactive line/POM.
2. Accurately and courteously schedule medical appointments, validating and documenting patient eligibility for services from phone calls, or other methods used for appointment request. Supports the Primary Care Manager (PCM) by name processing for appointments and appropriate access to care timeframes allocation of standard appointment types.
3. Ensure all appointments are booked, canceled and/or rescheduled in accordance with NCR established standards, policies, and business rules, and the IRMAC Protocol Website for any of the 600 plus clinic SOPs.
4. Proactively call patients to schedule appointments with PCM or Specialty clinic. Document each attempt to contact a patient in MHS-GENESIS as well as those patients who decline offered appointments to update the referral record. Provide patients with specific visit instructions based on the booking protocols and referral notes.
5. Verify patient registration information via MHS Genesis Revenue Cycle appointment software prior to scheduling appointments. Review health care delivery plans and military status related to patient eligibility in MHS Genesis Revenue Cycle and DEERS. Correct demographic data as needed.
6. Collaborate with Referral Management Reviewers to ensure proper scheduling of referrals.
7. Direct all questions regarding beneficiary eligibility to the Chief, PAD at the MTF.
8. Provide clinic appointment access, send electronic messages to doctors, nurse practitioners, physician assistants, and nursing staff administrators.
9. Send telephone consults to designated triage nurse for PCM immediately following the completion of a Telephone consult.
10. Provide feedback to PM regarding patient appointment access and issues encountered during phone call interactions.
11. Other duties as assigned.
ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.
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