Call Center Specialist

Sharp Decisions; Washington (District of Columbia); Híbrido; USD 41.000 - 52.000; Jornada completa

Descripción de la vacante

Sharp Decisions is seeking a Call Center/Customer Service Specialist (Escalation Specialist) in Washington, DC for a 12-month contract with possible extension. The role hybrids 3 days onsite and 2 days remote, with a pay rate of $34/hr on a W-2 basis.

A Bachelor’s degree is required and at least 6 years in escalation management or a related field. Responsibilities include resolving complex member complaints, managing BBB/AG cases, and ensuring policy-aligned, timely resolutions with clear

Formación

• Bachelor’s degree in Business, Communications, or related field required.
• Minimum of 6 years in correspondence, escalation management, or contact center environment.
• Exceptional written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Ability to quickly develop expertise in policies and procedures.
• Proficiency in Outlook, Word, Excel, and PowerPoint; navigate internal systems.

Responsabilidades

• Resolve complex, high-profile member complaints and external cases per policy.
• Own BBB and Attorney General complaints; ensure swift, thorough resolution.
• Escalate from Contact Centers and Leadership; ensure timely resolution and documentation.
• Maintain clear communication throughout the process.

Conocimientos

Written communication

Verbal communication

Problem solving

Analytical thinking

Ownership

Adaptability

Team collaboration

Educación

Bachelor's degree

Herramientas

Outlook

Word

Excel

PowerPoint

Descripción del empleo

Call Center/Customer Service Specialist(Escalation Specialist)

Pay - $34/hr on w2

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 PowerPoint; 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.