Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

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 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

Qualifications

Preferred Qualifications

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

Additional Information

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.

Contact Center Specialist (Environmental Program) jobs

Contact Center Specialist (Environmental Program)