Ombudsman Specialist /Customer Support Representative 

Hybrid Schedule (3 Days Onsite / 2 Days Remote)

Position Overview

The Ombudsman Specialist manages highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership. 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 requires sound judgment, professionalism, independence, and the ability to manage high-visibility situations effectively.

Key Responsibilities

• Serve as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the Association.
• Ensure swift, accurate, and thorough resolution of complaints within established service levels.
• Manage escalations received from Contact Centers and Leadership while maintaining clear communication and documentation.
• Communicate professionally with Senior Leadership, Board Members, management, members, and external entities.
• Collaborate with Media, Contact Center Operations, and business partners to ensure consistent and effective responses.
• Identify emerging trends and provide feedback to reduce future escalations and improve processes.
• Research and resolve complex membership issues while clearly communicating outcomes verbally and in writing.
• Manage employee membership accounts and process gift membership requests.
• Handle escalated external cases and conduct follow-up activities to ensure timely completion.
• Gather, analyze, and consolidate information from multiple sources to create operational reports and presentations.
• Identify trends and provide meaningful data analysis and recommendations to Leadership.

Core Competencies

• Exceptional written and verbal communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Outstanding attention to detail and accuracy.
• Ability to prioritize multiple high-profile assignments and meet tight deadlines.
• Strong interpersonal skills with a high level of professionalism.
• Adaptability, initiative, accountability, and independent judgment.
• Ability to tailor communications for a wide range of audiences.
• Self-motivated with the ability to work independently in a fast-paced environment.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field preferred.
• Minimum of 6 years of relevant experience in correspondence, escalation management, contact center operations, or a related environment.
• Equivalent combinations of education and experience may be considered.
• Ability to quickly develop expertise in organizational policies, procedures, and issue positions.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Experience navigating internal systems, knowledge tools, and reporting platforms.
• Strong ownership mindset with consistent follow-through and accountability.
• Ability to work effectively in a fast-paced, results-oriented team environment.

Additional Information

This role requires frequent interaction with Board Members, Senior Leadership, members, and external organizations such as Attorney General and BBB offices. Due to the high-profile nature of the position, flexibility to work outside standard business hours may occasionally be required.

Incumbents may be required to perform additional duties or special assignments as organizational needs evolve.
 

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