About this role
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.
Key Responsibilities
Resident Communication & Call Handling
Provide professional, clear, and empathetic communication with residentsExplain environmental sampling activities in simple, non-technical termsEffectively manage sensitive or concerned callers with composure and professionalismScripted Messaging & Compliance
Follow approved scripts, FAQs, and communication protocols without deviationAvoid speculation or technical interpretationAdherence to controlled messaging in a regulated environmentScheduling & Coordination
Schedule residential sampling appointments using a CRM system (training provided)Coordinate access details, including contacts, property entry, and special instructionsTrack appointment confirmations, reschedules, and missed visitsData Entry & Documentation
Accurately document call logs, resident information, and interaction summaries in CRM systemsMaintain complete, organized, and audit-ready recordsEnvironmental Program Support
Develop and maintain a basic understanding of program objectives, locations, and terminologyCommunicate program purpose clearly without providing technical or regulatory interpretationEscalation & Issue Management
Identify and escalate sensitive issues, including health concerns, complaints, or legal inquiriesFollow defined escalation protocols to project teamsMaintain professionalism during challenging interactionsSystems & Tools Use
Utilize CRM systems, scheduling tools, and call tracking platforms effectivelyNavigate scripts, FAQs, and supporting documentationDemonstrate strong typing accuracy and speedProcess Discipline & Quality Control
Consistently follow procedures and documentation requirementsMaintain high-quality standards in a structured, compliance-driven environmentConfidentiality & Risk Awareness
Maintain strict confidentiality of all resident and project informationUnderstand regulatory and legal sensitivities of communicationsAvoid providing unauthorized information or interpretationRequired Qualifications
Strong verbal communication skills with the ability to convey information clearly and calmlyProfessional phone presence with a customer-focused approachExcellent written communication skills for documentation and follow-upExperience in call center support, customer service, or administrative coordinationProficiency with CRM systems or similar data management tools (or ability to learn quickly)High attention to detail and accuracy in data entryAbility to follow structured processes and maintain compliance with protocolsDemonstrated ability to handle sensitive or difficult conversations professionallyStrong organizational and multitasking skills Preferred Qualifications
Experience supporting environmental, regulatory, or public-facing programsFamiliarity with terminology such as groundwater sampling, monitoring wells, or drinking water wellsPrior experience in compliance-driven or highly regulated environmentsKey Competencies
Professionalism and empathyAccuracy and attention to detailProcess disciplineCommunication clarityRisk awareness and judgmentWork Environment & Schedule
Must be available to work Monday through Friday, 9:00 AM to 6:00 PM Eastern TimeHigh-volume resident interaction in a structured call center environmentEmphasis on quality, consistency, and compliance At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.
About AECOM
AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.
AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com.
What makes AECOM a great place to work
You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity.
As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.