Call Center Specialist

Call Center/Customer Service Specialist(Escalation Specialist)

Pay - $33.75/hr on w2

Bachelor's Degree required

Hybrid Schedule (3 days onsite / 2 days remote) - Washington, D.C. 20049

Contract of 12 months with possible extension

Job Description

This role is responsible for resolving complex, high-profile member complaints and external cases while ensuring responses align with the Associations 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:

Bachelors degree in Business, Communications, or a related field required.

Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment, or an equivalent combination of education and experience

Exceptional written and verbal communication skills

Strong problem-solving and analytical abilities

Ability to quickly develop expertise in policies, procedures, and issue positions

Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems and knowledge tools

Strong ownership mindset with consistent follow-through

Ability to work in a fast-paced, results-oriented team environment

Incumbents may be required to perform additional duties or special assignments as organizational needs evolve.