Better Business Bureau – Serving the Heart of Texas
Customer Brand Reputation Specialist
FLSA Status: Non-Exempt
Reports to: Customer Experience Director
Salary: $21.84
Location: Austin, TX
We are an equal opportunity employer that values diversity. We do not discriminate based on race, religion, ethnicity, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. *BBB participates in E-Verify and will provide the federal government with your I-9 information to confirm you are authorized to work in U.S.
Why BBB?
BBB serving the Heart of Texas is an award-winning and has been recognized as the Best Non-Profit to work for seven years. We are a mid-sized organization committed to growth and take pride in our culture, which includes a strong work ethic balanced with a real sense of fun, work-life balance, and achievement!
Who are you?
BBB Heart of Texas is looking for a responsible individual to join our Austin office as a Customer Brand Reputation Specialist. As a Customer Brand Reputation Specialist, you will play a vital role in fostering strong connections with BBB Accredited Businesses (ABs) to enhance organizational success.
About the position
Are you looking for an opportunity to work for a reputable company with a positive work environment? Better Business Bureau is looking for a Customer Brand Reputation Specialist to join the team. The Customer Brand Reputation Specialist serves as a resource to ABs by addressing inquiries regarding BBB profile information, disputes, customer reviews, and accreditation eligibility questions. This position will require regular collaboration with the assigned Customer Engagement Specialist responsible for overseeing all benefit fulfillment for our ABs.
Essential duties and responsibilities
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Process assigned AB disputes and customer reviews following appropriate policy and procedure, including referring cases for arbitration and mediation as appropriate.
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Analyze disputes to identify companies needing pattern review, including conducting pattern review challenges on companies and following up with patterns promptly.
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Conduct regular AB audits to promptly address any files with licensing, complaints, customer reviews (F-score), government action, or other mission-related eligibility or reporting issues.
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Ensure ABs understand BBB dispute resolution procedures and policies. This includes working with businesses by suggesting how they might avoid future disputes and/or developing complaint patterns.
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Conduct required outbound calls relating to mission-based services impacting an AB’s eligibility, such as complaints, customer reviews, licensing, government action reporting, or any other mission-related eligibility issue.
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Communicate eligibility issues impacting ABs to the Customer Engagement Specialist to ensure any reinstatement, cancellation, denial, suspension, and revocation letters can be prepared promptly when these issues arise.
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Basic understanding of all accreditation benefits to support any initial discussion with ABs, including coordinating with the assigned Customer Engagement Specialist. This includes but is not limited to tools like Review Solution, Get a Quote (GAQ), seal installation, profile enhancements, etc.
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Demonstrate knowledge and understanding of and apply BBB reporting policies, accreditation standards, and advertising guidelines.
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Transfer complaints and customer reviews to other BBBs and coordinate with them to update national routing and complaint forwarding information.
- Ability to handle level one escalations for accredited businesses from other internal departments and/or international communications from other BBB offices.
- Demonstrates knowledge of BBB policies regarding trademark use and when to notify Business Practices to pursue trademark infringement cases.
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Process and communicate all "out of business" information and status as needed, including collaborating with the assigned Customer Engagement Specialist.
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Process returned mail and bounced emails for ABs when issues arise in delivering mission-related service and support.
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Process any incoming government action-related updates for ABs and communicate with internal stakeholders, as needed, when eligibility is impacted.
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Issue Standard Business Questionnaires (SBQs) for ABs to ensure accurate BBB database information as needed.
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Update and process all business ownership changes for ABs when BBB is aware a company has changed ownership, including collaborating with the assigned Customer Engagement Specialist, as needed.
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Collaborate with other divisions within the Communications and Operations departments to ensure proficient and effective processes when cross-departmental collaboration is needed to support the community.
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Update BBB Business Profiles to reflect all activity conducted within the scope of duties and responsibilities.
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Develop a baseline understanding of business market trends and support the business community by identifying where BBB has an opportunity to fulfill that need.
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Other duties and projects as assigned.
Knowledge, Skills, and Qualifications
Required Skills/Abilities:-
Knowledge of office administrative procedures and ability to operate and troubleshoot most standard office equipment.
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Highly proficient in MS Office applications (Word, Excel, Access, PowerPoint, Teams)
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Ability to use conferencing software.
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Excellent communication skills, both verbally (in person and via phone) and in writing, always supporting a positive customer service experience internally and externally.
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Established business writing skills to create written communication with business owners and operators.
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Ability to prepare comprehensive written summaries and recommendations to BBB leadership on actions affecting Accredited Businesses and the business community.
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Detail-oriented, able to handle diverse tasks simultaneously and make recommendations based on verifiable facts.
- Ability to work with minimal supervision, in a team environment, and to meet critical deadlines.
- Ability to develop and maintain credible relationships with private and public agencies, as well as BBB Accredited Businesses
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Bilingual - English/Spanish proficiency preferred.
Education and Experience:-
High School Diploma or equivalent.
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Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities.
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Customer Service experience
Perks:-
No nights or weekends!
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Flexible 40-hour schedule
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Medical and additional benefit packages are available.
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Group rates for health, dental, and vision coverage for dependents.
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Tax-free Flex Spending Account/Health Savings Account
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401(k) retirement plan with a 5% match and immediate vesting.
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Free Employee Assistance Programs
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11 paid holidays and birthdays off!
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