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Remote Contact Center Jobs in Silver Spring, MD (NOW HIRING)

AAMC

Contact Center Associate

Washington, DC · On-site +1

HybridWork - Primarily remote roles with theabilityto work across the U.S. * Comprehensive Health ... Contact Center Associate serves as the frontline representative of the Support Center and is ...

Mondo

ServiceNow Developer

Mclean, VA · Remote

$40 - $48/hr

Remote Start Date Is: Approximately 3 Weeks from offer Duration: 12 Month Contract Compensation ... Maintain and enhance the ServiceNow CSM Pro platform with a focus on Contact Center capabilities

ICF

Senior Program Manager (Enterprise Platforms)

Reston, VA · Remote

$120K - $121K/yr

... scale contact center capabilities using cloud platforms, AI-enabled solutions, CRM technologies, workflow automation, and Agile delivery methodologies. Job Location Remote work within the United ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client site in Baltimore, MD (21224) Type: Contract-to-Hire (high possibility of extension) Schedule: 40 hours ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client site in Baltimore, MD (21224) Type: Contract-to-Hire (high possibility of extension) Schedule: 40 hours ...

SAIC

Microsoft Dynamics 365 Developer

Washington, DC · Remote

$120K - $160K/yr

Public Trust Potential for Remote Work: ORA_HYBRID Description SAIC is looking for a Microsoft ... Implement, configure, and optimize Omnichannel for Customer Service and Dynamics Contact Center ...

ICF

Operations Lead (Enterprise Platforms)

Reston, VA · Remote

... large contact center organizations through modernization and organizational change. Job Location Remote work within the United States is authorized.Must support US Eastern time zone working hours

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How much do remote contact center jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for remote contact center in Silver Spring, MD is $17.64, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.90 per hour, depending on experience, location, and employer.

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

To thrive as a Remote Contact Center Representative, you need excellent verbal and written communication skills, strong problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, ticketing systems, and telephony platforms is commonly required. Outstanding active listening, patience, and self-motivation are important soft skills for delivering exceptional customer service in a remote environment. These skills and qualities ensure efficient issue resolution, customer satisfaction, and high performance without in-person supervision.

What is a remote contact center?

A Remote Contact Center is a customer service operation where agents work from locations outside of a traditional office setting, typically from their homes or other remote environments. These centers use cloud-based technology and digital communication tools to handle customer inquiries, complaints, and support requests through phone, email, chat, or social media. Remote Contact Centers offer flexibility for employees and can provide businesses with access to a broader talent pool, often resulting in cost savings and improved customer service coverage. They require strong communication skills, reliable internet access, and the ability to work independently.

What are some common challenges faced by remote contact center agents, and how can they be addressed?

Remote contact center agents often encounter challenges such as maintaining effective communication with team members, managing distractions at home, and staying motivated without in-person supervision. To address these, companies typically provide robust virtual communication tools, establish clear performance metrics, and offer regular check-ins with supervisors. Agents can also benefit from setting up a dedicated workspace and following a structured daily routine to maximize productivity and job satisfaction.
What are popular job titles related to Remote Contact Center jobs in Silver Spring, MD? For Remote Contact Center jobs in Silver Spring, MD, the most frequently searched job titles are:
What job categories do people searching Remote Contact Center jobs in Silver Spring, MD look for? The top searched job categories for Remote Contact Center jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Remote Contact Center jobs? Cities near Silver Spring, MD with the most Remote Contact Center job openings:
Remote Contact Center jobs near you
Infographic showing various Remote Contact Center job openings in Silver Spring, MD as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, 1% Temporary, and 3% Contract. Highlights an 78% Physical, 3% Hybrid, and 19% Remote job distribution, with an average salary of $36,699 per year, or $17.6 per hour.

Contact Center Associate

AAMC

Washington, DC • On-site, Remote

Full-time

Medical, Dental, Vision, PTO

Posted 21 days ago

Job description

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 and competitive benefits package designed to promote well-being, professionaldevelopment,and work-life balance.


  • HybridWork- Primarily remote roles with theabilityto work across the U.S.
  • Comprehensive Health & Wellness- Medical, dental, and vision coverage;wellness programs;and fitness reimbursement
  • Generous Time Away- Paid time off, holidays, personaldays,sickleave,paidparental leaveand shortand longterm disabilitybenefits.
  • Retirement & Financial Well-Being- 403(b)retirementplan with generous employer contributions and financial planning resources
  • Family & Care Support- Backup care for children, elders, and pets, plus resources for families with specialized needs
  • Learning & Purpose:Tuition reimbursement, professionallearning and developmentopportunitiesand the chance to advance a meaningful mission.

Additional information can be found on our website.

Additional Job Description
Why us, why now?

Contact Center Associate serves as the frontline representative of the Support Center and is responsible for delivering exceptional customer support to a diverse range of AAMC audiences: Pre-Medical Students, Medical Students, Member Institutions, Advisors, and Letter Authors within a multi-channel, high volume Support Center environment. This role handles inbound requests through phone, email, and digital channels, ensuring timely, accurate, and professional assistance with services, programs, and applications supported by the organization. The Specialist also plays an active role in continuous improvement efforts by identifying recurring issues and recommending enhancements to knowledge content and processes.

How you will make an impact?

Customer Support & Issue Resolution:

  • Serves as the primary point of contact for customer inquiries via phone, email, and other digital channels under close supervision of leadership.

  • Delivers accurate, timely, and professional assistance using department processes, knowledge articles, and system tools.

  • Troubleshoots account access, eligibility, program requirements, and site navigation issues.

  • Documents interactions, case notes, and resolutions thoroughly and accurately in Salesforce CRM.

  • Meets or exceeds departmental KPIs, including service levels, first-contact resolution, quality standards, adherence, and customer satisfaction.

Case Management & Escalation:

  • Determines when issues require escalation to a Senior Support Center Specialist and ensures handoff is complete, accurate, and timely.

  • Follows defined escalation paths to the next level leader, based on complexity.

  • Monitors pending cases and ensures follow-up tasks are completed within expected timeframes.

Knowledge, Process, and System Improvement:

  • Identify gaps or inaccuracies in Salesforce knowledge articles and recommends updates.

  • Submits feedback on recurring issues, system defects, and process inefficiencies.

  • Participates in user acceptance testing (UAT) for application enhancements, system releases, or new tools.

  • Supports continuous improvement initiatives within the Support Center.

Professional Development & Team Collaboration:

  • Partners with ASC Training, Programs, and Knowledge Management to improve process accuracy and customer experience.

  • Shares trends, common barriers, and customer feedback to inform operational decisions.

  • Supports team-wide initiatives, meetings, and training sessions as required.

  • Attends training and coaching sessions to maintain competence across programs and systems.

  • Contributes to a positive and collaborative team culture by supporting colleagues and sharing best practices.

  • Maintains strong knowledge of services, programs, and system updates.

What you will bring to the role

Required Qualifications:

  • High School diploma or equivalent

  • Bachelor's Degree (Preferred)

  • 2 - 4 years of related work experience

  • Prior experience working in a call center, help desk, or related area required.

  • Ability to type a minimum of 40+ wpm

Preferred Experience:

  • Experience working with a CRM system (e.g., Salesforce).

  • Ability to work in a structured environment with defined metrics and performance expectations.

  • Intermediate use and knowledge of Windows, MS Office Suites, and Web Applications.

  • Technical knowledge of navigating and troubleshooting web-based browsers and browser-based applications.

Note: Eligibility is contingent upon candidates working within a 50-mile radius of Washington, DC.

Remote Work Eligibility

This position is eligible for remote work within the Washington DC / Baltimore metro area only.

Compensation Grade Range

$44,455.00-$52,300.00

Multiple factors are taken into consideration to arrive at the final hourly rate/annual salary to be offered to the selected candidate. Factors may include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, as well as internal equity, market, and business considerations.

If a bachelor's degree is required, related work experience may be substituted in some positions. One year of college course work at an accredited institution is equivalent to one year of related work experience.

The AAMC is an Equal Opportunity Employer. The AAMC is committed to an Equal Employment Opportunity policy in recruitment, hiring, career advancement, and all other personnel practices. The AAMC will not discriminate on the basis of race, color, sex, national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, past or current military service, or any other legally protected characteristic. The AAMC is committed to the full inclusion of all qualified individuals. As part of this commitment, the AAMC will ensure that people with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, pleasecontact the talent acquisition team.

Please attach a resume as part of the application process. It is important that files DO NOT include periods ( . ) within the file name.

BROWSER REQUIREMENTS: Applications must be submitted using Chrome, Mozilla Firefox, Safari, orMicrosoft Edge.

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