Call Center Specialist

Pay: $34/hr on w 2 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 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. 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 Power Point; 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.