Customer Experience Specialist

Company: Robert Half
Location: Washington
Posted on: February 18, 2026

Job Description:

Job Description Job Description We are looking for a dedicated Customer Experience Specialist to join our team in Washington, District of Columbia. In this long-term contract role, you will manage critical aspects of volunteer workflows while ensuring callers receive exceptional assistance. This position offers an opportunity to contribute to impactful operations and provide vital support to a diverse team of legal volunteers. Responsibilities: • Coordinate and oversee workflows for legal volunteers, including attorneys, paralegals, and law students, to ensure effective caller support and data collection. • Support the recruitment and retention of volunteers, maintaining adequate staffing levels to meet call volume demands. • Update and maintain volunteer resources such as technical guides, state-specific information, and training materials. • Provide technical assistance to volunteers, addressing questions and resolving connectivity issues. • Develop and lead training sessions to prepare volunteers for their roles. • Conduct research to enhance legal resources and align operations with best practices in call center management. • Monitor interactions logged in the database system to ensure quality control and identify systemic issues. • Create detailed daily reports summarizing call data, analyzing trends, and contributing to coalition activities and messaging. • Assist in preparing after-action reports and capturing relevant data for future improvements.• Proven experience in call center customer service or related roles. • Proficiency in managing multiple browsers and handling technical troubleshooting. • Strong skills in email correspondence and communication. • Expertise in addressing customer success and support needs. • Ability to resolve connectivity issues and provide technical solutions. • Excellent organizational and analytical skills. • Experience in training and mentoring teams. • Familiarity with database systems and generating quantitative and qualitative reports.

Keywords: Robert Half, Franconia , Customer Experience Specialist, Customer Service & Call Center , Washington, Virginia