Ombudsman Specialist (Call Center)

Ombudsman (Call center) - Washington, DC

Our client, a major non-profit organization advocating older adults, is seeking an experienced and highly professional Ombudsman Specialist for a 6-month hybrid contract in Washington, DC. You need to have extensive customer service experience, particularly in high-volume call center environments—and be adept at navigating sensitive and complex member issues. You will represent senior leadership in resolving escalated concerns through multiple communication channels with diplomacy, integrity, and precision.

Key Responsibilities

• Handle a high volume of member inquiries via phone and email with professionalism and efficiency.
• Research and resolve complex escalated complaints sent to Leadership, clearly articulating resolutions that strengthen members’ confidence in the organization.
• Manage highly sensitive and potentially volatile escalations, communicating on behalf of senior leadership, board members, and executives.
• Deliver personalized, brand-aligned written correspondence that reflects the organization’s values and tone.
• Collaborate with internal departments—including Media, Membership, Legal, and Public Policy—to ensure resolutions are consistent with organizational goals and public positioning.
• Track and evaluate service trends, identifying opportunities for continuous improvement across contact center operations.
• Ensure that all correspondence and deliverables are accurate, complete, and “presentation ready.”
• Prepare and analyze operational reports, identifying actionable insights from member interactions and trends.
• Serve as the primary liaison for leadership on critical member issues, demonstrating poise and exceptional judgment in challenging situations.
• Maintain up-to-date knowledge of the organization’s policies, legislative positions, campaigns, and brand initiatives.
• Contribute feedback to Consumer Care Managers and support coaching efforts to reduce escalation volume.
• Demonstrate ownership and accountability by initiating timely, creative, and effective solutions.
• Adapt to shifting priorities and complex issues while meeting service level agreements (SLAs).
• Uphold the brand, values, and leadership behaviors in all interactions.

Qualification

• Bachelor’s degree in business, communications, or a related field (or equivalent combination of education and experience).
• Minimum 6 years of experience in a correspondence or call center environment, with a strong track record of resolving complex member issues.
• Experience creating high-stakes communications on behalf of senior leadership.
• Strong project coordination skills: ability to prioritize and execute under tight deadlines.
• Impeccable attention to detail; committed to excellence in all deliverables.
• High degree of emotional intelligence and professional presence.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and internal CRM/knowledge management systems.
• Flexibility to work variable hours and respond to urgent escalations when needed.