Job Description
Location: D.C. - 3 days onsite
Job Type: 12-month contract
Compensation Range: $35-38 per hour
Our large nonprofit client is seeking a ombudsman specialist to join their team on a long-term contract. The ideal candidate should have a strong background in customer service, particularly in a call center environment. The ability to adapt to a fast-paced and dynamic work environment is crucial, as well as having the capacity to work well under pressure. Candidates must be able to manage highly sensitive and potentially volatile escalated communications on behalf of senior leadership through a variety of channels.
Responsibilities
- Handle a high volume of customer inquiries via phone and email in a professional and efficient manner
- Provide accurate information about products and services
- Ensure all service levels to escalating agencies are met, ensuring quality and content of response, providing thorough and actionable feedback for process improvement to Consumer Care Managers and contact centers
- Respond to escalated cases received, ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously
- Serve as departmental liaison to senior leadership, communicating with poise, confidence, and providing resolution that goes beyond the scope of the initial concern
- 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.
- Craft well written, researched, and member focused responses for correspondence received
- Maintain excellent knowledge of company initiatives, legislative positions and policies and is able to clearly and professionally communicate the company's position both verbally and in writing
- Research and resolve complex membership complaints escalated through the contact centers as well as items sent directly to company leadership
Requirements
- Bachelor’s degree
- Minimum of 6 years of relevant experience in a correspondence or contact center environment
- Ability to multitask and work efficiently in a fast-paced setting
- Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint
- Outstanding written and oral communication skills
- Excellent problem solving and analytical skills
- Ability to achieve a strong understanding of company policies, procedures and issue stances with a designated timeframe
- Ability to work in a team environment that is fast paced and results oriented while achieving performance standards
- Strong ownership mindset and resolve to follow-through
- Ability to work flexible shifts as well as flexibility to handle out of hours activity