Call Center Specialist

Call Center/Customer Service Specialist(Escalation Specialist)Pay - $34/hr on w2 Bachelor's Degree requiredHybrid Schedule (3 days onsite / 2 days remote) - Washington, D.C. 20049Contract of 12 months with possible extensionYou could be just the right applicant for this job Read all associated information and make sure to apply.Job DescriptionThis role is responsible for resolving complex, high-profile member complaints and external cases while ensuring responses align with the Association's policies, goals, and brand. The position has significant internal and external visibility and requires sound judgment, professionalism, and the ability to operate independently.The Ombudsman Specialist serves as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the Association and ensures swift, thorough, and accurate resolution in accordance with established service levels. This role also manages escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation and communication throughout the process.Qualifications:Bachelor's degree in Business, Communications, or a related field required. xhyhwjd Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment, or an equivalent combination of education and experienceExceptional written and verbal communication skillsStrong problem-solving and analytical abilitiesAbility to quickly develop expertise in policies, procedures, and issue positionsProficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems and knowledge toolsStrong ownership mindset with consistent follow-throughAbility to work in a fast-paced, results-oriented team environmentIncumbents may be required to perform additional duties or special assignments as organizational needs evolve. Sharp Decisions