Job Description

Our client, a major non-profit association, is looking for a Client Services / Ombudsman Specialist to join their team in Washington, DC or Lakewood, CA for a 1-year consulting assignment.  This position will manage highly sensitive and potentially volatile escalated communications on behalf of senior leadership through a variety of channels.

RESPONSIBILITIES

• Research and resolve complex membership complaints escalated through the contact centers as well as items sent directly to Leadership members; clearly articulate resolution both verbally and in writing, strengthening member’s confidence in the organization.
• Respond to escalated cases received from Leadership ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously.
• Resolution of BBB and Attorney General cases sent to the Association.
• Collaborate with key contacts from across the Association including media to ensure that the CEO’s response is in line with the goals of the Association and positively promotes the image of the organization.
• Gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports; ensure that the statistical reports produced are accurate, complete, and presentation ready.
• Collaborate with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations.
• Frequent interaction with Board Members, Senior Leadership, and members directly regarding organizational policies, issues and concerns.

QUALIFICATIONS

• Bachelor’s degree and a minimum of 6 years of relevant experience in a correspondence or contact center environment.
• Outstanding communications skills, both verbally and written.
• Superior interpersonal skills and the ability to collaborate with individuals in multiple locations, developing partnerships across the Association which enables Ombudsman team to meet service level commitments.
• Technically savvy, experience in web-based support, Salesforce experience preferred.
• Ability to prioritize and resolve escalations from multiple channels to include Attorney General offices, the Better Business Bureau, and the Contact centers.
• Exhibit a keen attention to detail, ensuring that work product is factually accurate and written with both the personal brand of senior leadership as well as the organization’s brand in mind.
• Communicate professionally and confidently with Senior Leadership, Members of the Board, management, and Attorney General and Better Business Bureau offices.
• Creatively and confidently problem solve, balancing the needs of the member with the constraints of the Association.
• Ability to make tough decisions and accept challenging assignments.
• Ability to conceptualize issues and develop appropriate communication.

Company Description

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