Business Reputation
3 weeks ago
Business Reputation & Data Insights Coordinator
Compensation: $27.55
FLSA Status: Non-Exempt
Reports to: Business Reputation & Data Insights Manager
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 organization that has been recognized as the Best Nonprofit 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 Business Reputation & Data Insights Coordinator to contribute to the organization’s overall success by ensuring that online business reputation services are offered efficiently and timely.
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 Business Reputation & Data Insights Coordinator to join the team. The coordinator, in partnership and collaboration with other internal stakeholders, is responsible for maintaining and enhancing business profiles in the database with valuable insights gathered from interactions, customer reviews, profile management, and issue resolution. Additionally, this role serves as team lead, guiding the team’s work and providing support and coordination with assignments.
Essential duties and responsibilities
- Support with design and advancement of the customer onboarding process to ensure comprehensive inclusion of all business entities and benefactors.
- Facilitate and coordinate monitoring processes to ensure consistency and trend analysis in customer service.
- Support with preparing and analyzing performance metrics that drive improvements in customer service quality and effectiveness.
- Support with leading new hire training and ongoing development initiatives to enhance customer service skills and knowledge.
- Serve as a subject matter expert for a team of customer service professionals and manage the delegation of tasks and assignments to support projects and department initiatives.
- Support business reputation activities like processing complaints and reviews.
- Communicate with businesses and consumers on various activities, such as onboarding, accreditation, complaints, reviews, programs, products, and services offered by the BBB, or the dispute resolution process.
- Assist with database updates, quality data entry, creating new entries and researching to update business profiles.
- Collaborate with internal and any 3rd parties on handling incoming phone inquiries regarding complaints, reviews, accreditation, PPS, and other business items.
- Assist with the accreditation application review process, including other customer onboarding requirements that may be developed to accommodate new customers. This includes communication with business owners and/or representatives, ensuring a simple and supportive onboarding experience.
- Facilitate and build relationships with the business community through a consultative approach, ensuring 5-star customer service, support, and technical expertise.
Additional Duties:
- Demonstrate knowledge and understanding of BBB reporting policies, accreditation standards, and advertising guidelines and apply them.
- Support with data quality audits and reporting.
- Learn about market trends and the impact of changes to the organization’s core business model.
- Assist with escalations and inform management of issues related to complaints, scams, and trade practices.
- Collaborate with other departments to handle policies, procedures, and processes appropriately.
- Guide new customers through the onboarding process, addressing inquiries and concerns effectively.
- Foster positive relationships with internal and external customers.
- Support other duties as needed.
Required Skills/Abilities:
- Proficiency in MS Office applications and office equipment, adept at troubleshooting.
- Excellent verbal and written communication skills for positive customer service.
- Strong interpersonal skills with a focus on confidentiality and sensitive information handling.
- Business writing expertise for effective communication with stakeholders.
- Problem-solving ability for escalated issues, with autonomy before managerial assistance.
- Skill in preparing comprehensive summaries and recommendations for leadership.
- Bilingual preferred but not required (English/Spanish).
- A Bachelor’s degree or equivalent combination of education and experience provides the required knowledge, skills, and abilities.
- 2-3 years experience in a Customer Service setting
- 1-2 years experience in a team lead or leadership role
- 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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