Customer Support Specialist / Call Center Specialist

Position: Customer Support Specialist / Call Center Specialist

Location: Washington, DC (Hybrid – 3 Days Onsite / 2 Days Remote)

Duration: 12-Month Contract with Possible Extension

Pay Rate: $33.00/Hour on W2

Position Overview

The Ombudsman Specialist manages highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership. This 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 requires sound judgment, professionalism, independence, and the ability to manage high-visibility situations effectively

Key Responsibilities

• Serve as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the Association
• Ensure swift, accurate, and thorough resolution of complaints within established service levels
• Manage escalations received from Contact Centers and Leadership while maintaining clear communication and documentation
• Communicate professionally with Senior Leadership, Board Members, management, members, and external entities
• Collaborate with Media, Contact Center Operations, and business partners to ensure consistent and effective responses
• Identify emerging trends and provide feedback to reduce future escalations and improve processes
• Research and resolve complex membership issues while clearly communicating outcomes verbally and in writing
• Manage employee membership accounts and process gift membership requests
• Handle escalated external cases and conduct follow-up activities to ensure timely completion
• Gather, analyze, and consolidate information from multiple sources to create operational reports and presentations
• Identify trends and provide meaningful data analysis and recommendations to Leadership

Core Competencies

• Exceptional written and verbal communication skills
• Strong analytical, problem-solving, and decision-making abilities
• Outstanding attention to detail and accuracy
• Ability to prioritize multiple high-profile assignments and meet tight deadlines
• Strong interpersonal skills with a high level of professionalism
• Adaptability, initiative, accountability, and independent judgment
• Ability to tailor communications for a wide range of audiences
• Self-motivated with the ability to work independently in a fast-paced environment

Qualification

• Bachelor's degree in Business, Communications, or a related field preferred
• Minimum of 6 years of relevant experience in correspondence, escalation management, contact center operations, or a related environment
• Equivalent combinations of education and experience may be considered
• Ability to quickly develop expertise in organizational policies, procedures, and issue positions
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint
• Experience navigating internal systems, knowledge tools, and reporting platforms
• Strong ownership mindset with consistent follow-through and accountability
• Ability to work effectively in a fast-paced, results-oriented team environment

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