Escalation & Ombudsman Specialist - Hybrid (DC)

Sharp Decisions; Washington (District of Columbia); Hybrid; USD 41,000 - 52,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Written communication

Verbal communication

Problem solving

Analytical thinking

Ownership

Adaptability

Team collaboration

Education

Bachelor's degree

Tools

Outlook

Word

Excel

PowerPoint

Job description

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