Job Details

Pay Rate: $32 per hour

Location: Pasadena, CA (Hybrid)

Duration: 12 Months

Work Mode: Hybrid Schedule (3 days onsite / 2 days remote)

Summary:

• Manage highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership.
• Resolve complex, high-profile member complaints and external cases while ensuring responses align with company policies and goals.
• Serve as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the company.
• Ensure swift, thorough, and accurate resolution in accordance with established service levels.

• Manage escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation and communication throughout the process.
• Communicate confidently and professionally with Senior Leadership, Board Members, management, members, and external entities including Attorney General and BBB offices.
• Collaborate across the company, including coordination with Media, Contact Center Operations, and business partners to ensure responses are consistent with organizational objectives.
• Provide feedback on emerging trends to help reduce future escalations and identify opportunities for additional coaching or process improvements.
• Research and resolve complex membership issues, clearly articulate outcomes both verbally and in writing, and strengthen member confidence in the company.
• Manage employee membership accounts, process gift membership requests, and handle escalated external cases with follow-up to ensure completion within service levels.
• Gather, extract, review, and consolidate information from multiple sources to produce accurate, complete, and presentation-ready operational reports.

• Bachelor's degree in Business, Communications, or a related field preferred.
• Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment, or an equivalent combination of education and experience.
• Exceptional written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Ability to quickly develop expertise in policies, procedures, and issue positions.
• Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems and knowledge tools.
• Strong ownership mindset with consistent follow-through.
• Ability to work in a fast-paced, results-oriented team environment.