Ombudsman Specialist

About the Role

We are seeking an experienced Ombudsman Specialist with a strong background in customer service and escalations management. This role is ideal for someone who excels in a fast-paced environment, can confidently manage sensitive and complex issues, and provides high-quality written and verbal communication on behalf of senior leadership.

The specialist will handle escalations received through multiple communication channels, coordinate resolutions with internal partners, and ensure that responses reflect organizational standards, tone, and accuracy.

Key Responsibilities

• Manage a high volume of customer inquiries via phone and email in a professional, efficient manner.
• Provide accurate information related to products and services.
• Oversee escalated cases to ensure service levels are met, and provide clear confirmation of resolution.
• Partner with internal teams, including communications and leadership offices, to ensure responses align with organizational goals.
• Serve as a liaison to senior leadership, communicating with confidence and professionalism.
• Research and resolve complex concerns, ensuring clear verbal and written articulation of resolutions.
• Compile, analyze, and prepare accurate, presentation-ready statistical and operational reports.
• Draft well-written and researched correspondence for escalated matters.
• Maintain a thorough understanding of organizational policies and initiatives to provide accurate information.
• Collaborate with contact center teams to identify trends and recommend improvements.
• Prioritize multiple high-profile requests, producing high-quality work within deadlines.
• Make time-sensitive decisions independently in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field and at least 6 years of experience in a contact center or correspondence role; or an equivalent combination of education and experience.
• Experience in a call center, escalations team, or customer advocacy function.
• Exceptional written and oral communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• High attention to detail and accuracy.
• Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems and knowledge-base tools.
• Ability to work collaboratively with cross-functional teams in multiple locations.
• Strong organizational skills, ownership mindset, and follow-through.
• Flexibility to work varying shifts and occasional after-hours assignments based on business needs.

Work Environment

• Hybrid position requiring 3 days per week onsite at either the Washington, DC office or Lakewood, CA office.
• Fast-paced, dynamic environment requiring adaptability and sound judgment.

Job Type: Contract

Pay: $35.00 - $37.00 per hour

Application Question(s):

• Have you handled escalated or sensitive customer issues on behalf of senior leaders or executives?
• Do you have experience drafting professional written correspondence for high-visibility or leadership-level communications?
• Are you proficient with Microsoft Outlook, Word, Excel, and PowerPoint?
• Do you have experience preparing statistical, operational, or analytical reports?
• Are you comfortable making time-sensitive decisions in a fast-paced environment?
• Do you have experience collaborating with cross-functional teams or departments across multiple locations?

Experience:

• customer service, escalations, or call center environment: 5 years (Required)

Location:

• Washington, DC 20004 (Required)

Work Location: In person

Salary : $35 - $37