Overview In this role, you will act as the primary owner for sensitive escalations and high-profile member issues, resolving complex complaints in alignment with the Association's policies and brand. You will work closely with Senior Leadership and external bodies (BBB, Attorney General) to deliver timely, accurate outcomes while maintaining thorough documentation. You will influence improvements by identifying trends and coaching opportunities to reduce future escalations. This fast-paced role combines independent decision-making with cross-functional collaboration to protect member confidence and the organization's reputation.
Responsibilities- Own and resolve escalated member complaints and external cases in line with service levels
- Manage BBB and Attorney General complaints submitted to the Association
- Coordinate with Contact Centers, Leadership, Media, and business partners to ensure consistent responses
- Prepare accurate, presentation-ready operational reports by gathering data from multiple sources
- Communicate outcomes clearly to Senior Leadership, Board Members, and external entities
- Oversee employee membership accounts and process gift membership requests
- Handle escalated external cases with timely follow-up
- Identify trends and provide analysis to Leadership for process improvements
- Maintain high attention to factual accuracy reflecting both Senior Leadership and Association brand
- Prioritize high-profile requests and meet tight deadlines
- Possibly perform additional duties as organizational needs evolve
Key requirements- Bachelor's degree in Business, Communications, or a related field
- Minimum 6 years of relevant experience in a 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; ability to navigate internal systems
- Strong ownership mindset with consistent follow-through
- Ability to work in a fast-paced, results-oriented team environment
- Willingness to perform additional duties as needed
- strong interpersonal skills
- adaptability
- initiative
- Outlook
- Word
- Excel
