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Business Reputation

2 months ago

Austin, United States Better Business Bureau Serving the Heart of Texas Full time $12
Job DescriptionJob DescriptionBetter Business Bureau – Serving the Heart of Texas
Business Reputation & Data Insights Specialist
Compensation: $21.42
FLSA Status: Non-Exempt
Reports to: Business Reputation & Data Insights Manager      
Location: Austin, TX (Must be available in-office hybrid)

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 Specialist. The specialist contributes to the organization’s overall success and facilitates smooth transitions for new members, service recipients, and beneficiaries engaging with our Programs, Products, and Services.

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 Specialist to join the team. The specialist collaborates closely with internal partners. This role ensures a positive customer experience by offering accreditation benefits, profile management, and issue resolution support. Additionally, the specialist provides guidance, direction, and coordination to ensure that customer onboarding processes adhere to policies and are effectively executed. The specialist may also support other functions within the department, such as business reputation complaints and reviews, data insights and optimization, and alternative dispute resolutions, as well as smooth transitions for new members, service recipients, and beneficiaries engaging with our programs, products, and services.

Essential duties and responsibilities
  • Assist with the accreditation application review process including other customer onboarding requirements as may be developed to accommodate new customers. This includes communication with business owners and/or representatives ensuring a simple and supportive onboarding experience.
  • 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.
  • Facilitate and build relationships with the business community through a consultative approach ensuring 5-star customer service, support, and technical expertise.
  • Analyze and evaluate business and consumer data to ensure databases, business profiles, and other systems accurately reflect insights gathered from interactions. This includes organizing data, making necessary modifications, and ensuring timely updates according to a set schedule.
  • Utilize problem-solving skills to troubleshoot discrepancies in data elements encountered during research, database maintenance, process monitoring, and support provided to businesses and consumers, ensuring accuracy and consistency throughout the organization's systems of record.

Additional Duties:
  • 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.
Knowledge, Skills, and Qualifications
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.
  • Bilingual preferred but not required. (English/Spanish)
Education and Experience:
  • 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​​​​​​.
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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