Call Center Specialist, Falls Church

Job Title: Dispute Resolution Specialist (Call Center Specialist)
Industry: Nonprofit / Consumer Services / Dispute Resolution
Location: McLean, VA
Assignment Type: Contract-to-Hire | Long-term contract with potential for permanent conversion after training completion
Pay: $*****–$*****/hour
Work Schedule: Monday–Friday | 9:00 AM – 6:00 PM EST
Hybrid schedule after training: 2 days onsite / 3 days remote
Initial training period will be fully onsite for approximately 3–6 weeks
Benefits: This position is eligible for medical, dental, vision, and 401(k).
About Our Client:
Addison Group is partnering with a respected organization seeking customer-focused professionals to join their dispute resolution operations team.
This organization supports consumers through structured resolution programs and provides a collaborative environment with opportunities for long-term growth and advancement.
Job Description:
Our client is seeking a professional and detail-oriented Customer Service Representative to support consumers through dispute and claims processes.
This individual will serve as a primary point of contact for inbound inquiries, explain program procedures, and assist customers with documentation and claim submissions.
The ideal candidate will have prior experience in fast-paced contact center environments and demonstrate strong communication and problem-solving abilities.
Key Responsibilities:
Respond to inbound customer inquiries in a high-volume contact center environment
Explain program procedures, eligibility requirements, and claim processes
Assist customers with submitting claims online and over the phone
Maintain accurate documentation within internal systems
Escalate complex or sensitive matters appropriately
Deliver professional, empathetic, and solution-oriented customer support
Support outreach initiatives and operational projects as assigned
Learn and apply industry-specific regulations and procedures
Qualifications:
Bachelor's degree required
4+ years of progressive customer service experience in a call center or contact center environment
Experience with CRM or contact center platforms such as RingCentral or similar systems
Previous experience supporting Fortune 500 or enterprise-level organizations preferred
Strong written and verbal communication skills
Excellent customer service, problem-solving, and multitasking abilities
Comfortable navigating web-based platforms and customer support applications
Demonstrated career progression within prior customer service roles
Additional Details:
Structured training and onboarding provided
Opportunity for advancement into higher-level dispute resolution/case management responsibilities
Start date targeted for June/July ****
Team-oriented and fast-paced work environment
Video interview process with hiring leadership team
Perks:
Hybrid flexibility after training period
Long-term career growth opportunity
Collaborative and supportive team environment
Exposure to dispute resolution and case management operations
Professional development and advancement potential
Addison Group is an Equal Opportunity Employer.
Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.
Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
Reasonable accommodation is available for qualified individuals with disabilities, upon request.