Ombudsman Specialist Job at McKinley Marketing Partners, Washington DC

aUNISXFRS2pXUWl3VFg5MXBEeXdMUmppamc9PQ==
  • McKinley Marketing Partners
  • Washington DC

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

Job Tags

Hourly pay, Contract work, Flexible hours,

Similar Jobs

VetNetAmerica, LLC

Part-Time Veterinarian or Relief Veterinarian- Low-Cost Spay & Neuter Clinic Job at VetNetAmerica, LLC

 ...neutered as well as placed into loving forever homes. Opening up the low-cost spay and neuter clinic has been the best way for this...  ...qualified 501(c)3*Will cover the cost of liability insurance *Part-Time (2-3 days per week) OR per month flexibility based on relief vet... 

Fintech Umbrella LLC

Income Tax Preparer Job at Fintech Umbrella LLC

 ...stay-at-home parent who needs a flexible work schedule? Looking to add a second income? Fintech Umbrella Financial Servicesis looking for a seasonal or possible full time tax preparer. What you will be doing - Preparation and review of individual income tax returns... 

Sigma Computing

Design Manager Job at Sigma Computing

Sigma is seeking a seasoned and driven Design Manager to lead a team of talented designers in crafting exceptional user experiences for AI first and cloud native experiences. You will be the first Design Manager reporting to VP of Design and Research. You will play a key... 

On Time Delivery

Courier Driver - Cargo Van Job at On Time Delivery

 ...Contract with the longest standing and highest ranked local delivery service in the Twin Cities! We provide a variety of professional...  ...car/SUV deliveries to keep you busy! Earning Potential: Cargo Vans - More deliveries means the ability to earn more cash, up to $... 

LifeStance Health

Licensed Clinical Social Worker (LCSW) - Rock Tavern, NY Job at LifeStance Health

 ...Range from $72,000 to $110,000. Sign-on bonus Cash based incentive plan. Unlimited membership for continuing Education. LCSW, LMHC, LMFT We have 19 outpatient clinics in New York Licensed Therapists are a critical part of our clinical team. Were seeking...