Dispute Resolution Specialist

Job Purpose

Professionally and efficiently assist consumers and businesses resolve disputes to promote a trustworthy marketplace. Responsible for providing world class BBB services to consumers and businesses that contact BBB office.

Role and Responsibilities

• Answer telephones to provide information and counseling.

• Dispute resolution.

• Compile data or documentation.
• Data entry.
• Confer with coworkers to coordinate work activities.
• File documents or records.
• Maintain open lines of communication with businesses and consumers.
• Prepare correspondence.
• Read materials to determine needed action(s).
• Communicate knowledge of trends, alerts, and community issues.
• Database maintenance and data quality.
• Other related duties as required.

Tasks

• Demonstrate knowledge and understanding of BBB policies and standards and how to apply them to day to day activities.

• Demonstrate understanding of principles, methods, practices, theories and investigative procedures including customer service techniques. Possess thorough knowledge of BBB Dispute Resolution Practices, BBB Standard Reporting Language, and other national and local BBB policies and procedures.

• Demonstrate understanding of Business Profile content, consumer protection resources, and dispute resolution services provided by the organization.
• Provide consumers telephone counseling. Handle inquiries on complaints and companies, provide verbal and printed BBB Business Profiles and direct consumers to alternate sources of information.
• Advise consumers and businesses on current trade practice alerts and scams. Alert Investigations/Dispute Resolution Coordinator of emerging frauds and scams.
• Research incoming consumer phone inquiries on and other approved websites, and answer questions or direct callers to proper person or party.
• Maintain general email box; correspond or forward incoming emails appropriately.
• Create and maintain current, accurate, and complete company records.
• Analyze company business profiles and present potential problems with accredited businesses to the Investigations/Dispute Resolution Coordinator.
• Process complaints in accordance with BBB Dispute Resolution guidelines.
• Publish and code complaints to ensure they report accurately in BBB Business Profiles.
• Assist businesses and consumers through the dispute resolution process by assisting them with developing solutions to disputes in a timely manner through a basic conciliation process.
• Monitor, identify, and escalate company complaints for possible complaint patterns, mediation or arbitration, or marketplace practices; i.e. scams, and refer to Investigations/Dispute Resolution Coordinator as needed.
• Educate businesses and consumers on BBB dispute resolution procedures and policies.
• Work with businesses and offer suggestions on how to improve business practices to alleviate future disputes.
• Other projects as assigned.

Qualifications and Education Requirements

Career Level : Entry Level

Years of Experience : 1-2 years experience in a role with similar experience is preferred

Education : High School Diploma or equivalent required, 4 year college degree or equivalent preferred

Other : BBB specific training is provided

Preferred Skills

• Detail oriented with the ability to handle numerous tasks simultaneously and to make decisions and recommendations based solely on verifiable facts.
• Ability to work without supervision, in a team environment, and to meet critical deadlines.
• Ability to interpret laws and regulations.
• Ability to deal with high pressure situations, demonstrate good judgement and maintain a good attitude.
• Ability to maintain consistent standards in treatment of both accredited and non-accredited businesses.
• Excellent spelling, grammar, and written communication skills with a high level of attention to detail in composing, typing, and proofreading materials.
• Highly proficient in Google+ software, Gmail, and the BBB's Management Information software and have the ability to learn and adapt to new software as needed.
• Excellent communication skills, both verbally (in person and via phone) and in writing.
• Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments.
• High level of interpersonal skills and ability to handle sensitive information and documents and confidentiality.

Success Factors

• Satisfactory attendance, promptness, time management, and attention to detail.
• Willingness to go the extra mile.
• Delivery of world class customer service, both internally and externally.
• Participation as a team player.
• Contributions to the vision, mission, and goals of BBB.
• Respect and honor all people, positions, and BBB processes.
• Willingness to adhere to BBB Standards of Trust and Core Values.

Working Conditions/Physical Requirements

BBB's work environment is that of a typical office, and the characteristics described here are representative of those an employee may expect to encounter while performing the essential functions of this job. This section is not an all-encompassing, but rather what one might come to expect on a regular basis.

With reasonable accommodation, this position requires the manual dexterity to sufficiently operate phone, computers, and other office equipment. This person must be able to clearly and accurately communicate to convey information using the English language, both verbally and in writing. The ability to hear and comprehend dialogue spoken at appropriate levels, and visual acuity capable of drafting, editing, reviewing, and/or comprehending materials drafted in a standard typeface size 10 font or above, are required. Must be capable of sitting for extended periods of time, as well as be able to intermittently push, pull, or lift 20+ lbs. of force.

Job Type: Full-time

Pay: $30, $34,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Conflict management: 1 year (Required)

Language:

• Spanish (Required)

Work Location: In person