BBB - Member Eligibility Specialist

Job Description

Job Description

Better Business Bureau – Serving the Heart of Texas
Member Eligibility Specialist
FLSA Status: Non-Exempt
Reports to: Member Eligibility Manager
Location: Austin, TX
Bilingual:  English/Spanish preferred but not required
Compensation: $21.00

• Facilitate the review of standards accreditation applications, manage onboarding requirements, and address eligibility concerns, denial procedures, and reinstatements, ensuring a simple, efficient, and supportive experience through clear communication and guidance with business owners and representatives.
• Serve as a dedicated partner and primary contact to new onboarding customers, providing personalized hospitality, proactively addressing concerns, and establishing trust throughout the onboarding process. Deliver premier customer care hospitality in all interactions.
• Manage communications, such as outbound calls, text messages, letters, etc., to potential and/or current ABs to address eligibility for BBB accreditation, complaints, reviews, and other mission-related issues impacting onboarding and/or current ABs.
• Educate and engage businesses and consumers on BBB’s onboarding, accreditation, compliance, and PPS-related activities, ensuring a welcoming and hospitable experience that builds trust and collaboration. Identify customer challenges and recommend process enhancements to create a more seamless and satisfying experience, improving efficiency and retention.
• Support initiatives that reinforce commitment to standards, including audits, documentation reviews, and data accuracy improvements, with a focus on customer ease and clarity.
• Collaborate with internal teams and third-party partners to provide clear, welcoming guidance on inquiries related to accreditation, commitment to standards, PPS, and other business needs.

• Support cross-departmental collaboration to provide premier customer care hospitality throughout the customer journey.
• Apply knowledge of BBB reporting policies, accreditation standards, and advertising guidelines in daily responsibilities.
• Maintain accurate business profiles through database updates, quality data entry, and research-driven profile enhancements.
• Assist in preparing information for regulatory agencies and partners to address concerns and share relevant updates.
• Exhibit professionalism and empathy in customer interactions, understanding diverse perspectives, and demonstrating emotional intelligence.
• Hold oneself accountable for achieving performance goals and maintaining a culture of accountability and excellence.
• Perform other duties and tasks as assigned to support departmental objectives.

• Possesses a Customer-Centric Mindset; passionate about delivering an exceptional customer experience.
• Proficiency in Microsoft Office applications and the ability to troubleshoot office equipment.
• Excellent verbal, written, and interpersonal communication skills, with the ability to clearly articulate complex concepts.
• Strong relationship-building abilities, serving as a trusted advisor to customers.
• Meticulous attention to detail, particularly when handling compliance-related tasks.
• Resourceful and proactive in resolving escalated issues.
• Ability to work effectively across multiple teams to achieve shared goals. 

• High School Diploma or equivalent
• Minimum of 2 years of experience in customer onboarding, customer service, or a consultative customer support role
• Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities.

Perks

• No nights or weekends!
• Flexible 40-hour schedule
• Medical and additional benefit packages are available.
• Group rates for health, dental, and vision coverage for dependents.
• Tax-free Flex Spending Account/Health Savings Account
• 401(k) retirement plan with a 5% match and immediate vesting.
• Free Employee Assistance Programs
• 11 paid holidays and birthdays off!

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