RJM · 4 hours ago
Ombudsman Specialist (Call Center) - Washington, DC
Washington, DC
Full-time
Hybrid
Senior Level
$30/hr - $30/hr
6+ years expRJM Technologies, Inc. is seeking an experienced Ombudsman Specialist for a major non-profit organization advocating for older adults. The role involves handling member inquiries, resolving escalated complaints, and collaborating with internal departments to ensure consistent service aligned with organizational goals.
AdvertisingBrand MarketingSEOWeb Development
Responsibilities
Handle a high volume of member inquiries via phone and email with professionalism and efficiency
Research and resolve complex escalated complaints sent to Leadership, clearly articulating resolutions that strengthen members’ confidence in the organization
Manage highly sensitive and potentially volatile escalations, communicating on behalf of senior leadership, board members, and executives
Deliver personalized, brand-aligned written correspondence that reflects the organization’s values and tone
Collaborate with internal departments—including Media, Membership, Legal, and Public Policy—to ensure resolutions are consistent with organizational goals and public positioning
Track and evaluate service trends, identifying opportunities for continuous improvement across contact center operations
Ensure that all correspondence and deliverables are accurate, complete, and 'presentation ready.'
Prepare and analyze operational reports, identifying actionable insights from member interactions and trends
Serve as the primary liaison for leadership on critical member issues, demonstrating poise and exceptional judgment in challenging situations
Maintain up-to-date knowledge of the organization’s policies, legislative positions, campaigns, and brand initiatives
Contribute feedback to Consumer Care Managers and support coaching efforts to reduce escalation volume
Demonstrate ownership and accountability by initiating timely, creative, and effective solutions
Adapt to shifting priorities and complex issues while meeting service level agreements (SLAs)
Uphold the brand, values, and leadership behaviors in all interactions
Qualification
Required
Bachelor's degree in business, communications, or a related field (or equivalent combination of education and experience)
Minimum 6 years of experience in a correspondence or call center environment, with a strong track record of resolving complex member issues
Experience creating high-stakes communications on behalf of senior leadership
Strong project coordination skills: ability to prioritize and execute under tight deadlines
Impeccable attention to detail; committed to excellence in all deliverables
High degree of emotional intelligence and professional presence
Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and internal CRM/knowledge management systems
Flexibility to work variable hours and respond to urgent escalations when needed
Benefits
Paid time off
Company
RJM
RJM provides web development, SEO, brand marketing and advertising services.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase