BBB Operations Specialist

The primary responsibility of this position is to provide excellent customer service to those who contact BBB for assistance with disputes and purchasing decisions. In addition to assisting businesses and consumers with complaints through established BBB procedures, an Operations Specialist will also assist in the development and maintenance of BBB’s business information and will help to ensure that all applicants for BBB accreditation meet BBB Standards. Specific duties include:

Complaints:

· Provide assistance as needed with filing a complaint and answer questions from consumers considering filing a complaint

· Review incoming complaints and determine if within purview

· Enter new information in database as needed

· Track complaint process on calendar to ensure steps are occurring properly and timely

· Answer questions from both consumers and businesses regarding complaint process

· Contact businesses that fail to respond to ensure they received correspondence and prompt a response

· Maintain detailed case notes in database related to the progress of the complaint

· Generate and send letters manually when needed

· Seek new contact information from business if complaint is returned by postal service or rejected by email service provider

· Refer possible mediation or arbitration cases to the Director of Bureau Affairs

· Refer non-responsive Accredited Businesses to the Director of Bureau Affairs

· Maintain hardcopy complaint files

· Forward complaint file to Director of Bureau Affairs if Accredited Business fails to resolve complaint after multiple contacts

· Make sure that complaints are closed correctly to accurately reflect the outcome of the process

Customer Reviews:

· Ensure customer reviews received by the bureau comply with policy

· Aid in sending customer reviews to businesses

· Redact and publish any business responses received

New Accredited Business Applications:

· Assist with processing applications for accreditation when needed

· Review applying business according to BBB standards and policies and complete required checklists

· Complete additional required paperwork and forward all findings to bureau Director of Bureau Affairs to be submitted to the Board of Directors for approval

· Place required information on calendar for future notifications

Materials for Accredited Businesses:

· Print accreditation certificate and corresponding accreditation letters for pending Accredited Businesses

· Ensure all documents that require signatures are signed by bureau President and CEO

· Print and assemble informational materials into accreditation folders

· Package and ship accreditation certificate and folder to newly Accredited Businesses that are approved by bureau Board of Directors

· Make record of materials sent in database and ensure calendar is adjusted for any future reminders

Reception:

· Greet and assist consumers who come into the BBB offices in filing complaints or with business inquiries

· Answer incoming consumer calls and assist by reading business profile and providing contact information for other entities and organizations when appropriate

Other Tasks:

· Assist with monitoring and managing ad review cases

· Assist with bureau mailings

· Assist with update phone calls to Accredited Businesses

· Enter updated information provided by Accredited Businesses into database

· Scan and upload signed agreements from Accredited Businesses and forward additional information and instructions to businesses as directed

· Notify appropriate staff to order supplies and informational brochures needed for accreditation materials

· Assist in bureau events, which may occasionally fall outside of bureau hours

· Assist with opening and closing and office supervisory needs.

Qualifications:

· Bachelor’s Degree preferred. Customer service, complaint handling, supervisory or other work experience considered.

· Internet/research skills

· Excellent oral and written communications

· Customer service skills

· Highly detail oriented

· High level of interpersonal skills and ability to handle sensitive information and documents with confidentiality

· Proficient in MS Office applications (Word, Excel, and Outlook)

· Ability to meet deadlines and to multi-task

· Able to draft professional business correspondence including email communications with attention to proper grammar, spelling and punctuation.

Job Role: Operations Specialist

Employment Status: Full Time - 37 hours

Department: Operations

Opportunities for advancement

Paid time off

Retirement plan

Work Location: In person