Customer Engagement Specialist
Better Business Bureau Better Business Bureau Southfield, MI Southfield, MI Full-time Full-time $19.
23 - $21.
63 an hour $19.
23 - $21.
63 an hour BBB CORE VALUES:
BBB has been building better business to create a trustworthy marketplace for over 100 years.
As a respected nonprofit, our committed and dedicated staff initiate and manage the honorable customer experience by holding our marketplace accountable to BBB's 8 Standards of Trust.
Those Standards are Build Trust, Advertise Honestly, Tell the Truth, Be Transparent, Honor Promises, Be Responsive, Safeguard Privacy and lastly, Embody Integrity.
All of us at BBB champion these 8 Standards of trust in all what we do.
POSITION Overview:
The Customer Engagement Specialist contributes to the organization's operational success by working directly with BBB Accredited and non-Accredited Businesses (ABs) (non-Abs) as the primary point of contact for service and support.
This position serves as a resource by addressing inquiries regarding accreditation benefits, BBB profile information, disputes, customer reviews, and accreditation discrepancies.
DUTIES AND
Responsibilities:
includes the following and other duties as assigned.
General Duties:
Complete Minimum AB Monitoring Processes (MAB-MP) and Universal Minimum Accreditation Processes (UMAP) regularly and as directed Ensure accreditation benefit fulfilment to ABs through:
responding to Marketing collateral requests, uploading the BBB seal, sending/resending new and renewal packets, fulfilling BBB decal requests, answering calls regarding benefits, and uploading photos/videos for ABs Process returned mail Process assigned disputes and customer reviews in accordance with appropriate policy and procedure; refer any cases for arbitration and mediation as appropriate Report, respond to, and communicate seal misuse activity Address and update general file update inquiries Conduct regular AB audits to ensure quality and error free data Communicate and resolve AB licensing discrepancies Process and communicate all out of business information and status Inform and communicate new application denials Issue and process Standard Business Questionnaires for ABs to ensure accurate information is documented in BBB's database Update and process all Business ownership changes for ABs Answer and/or direct as appropriate, incoming calls and emails Prepare Intent To Suspend (ITS) and Suspension letters for leadership signature and approval Conduct required outbound welcome and complaint calls to ABs Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Knowledge of office administrative procedures and ability to operate and troubleshoot most standard office equipment Highly proficient in MS Office applications (Word, Excel, Access, PowerPoint) Excellent communication skills, both verbally (in person and via phone) and in writing High level of interpersonal skills and ability to handle sensitive information and documents with confidentiality Established business writing skills to create written communication with business owners and operators Ability to prepare comprehensive written summaries and recommendations to BBB leadership on actions affecting Accredited Businesses Detail oriented with the ability to handle numerous diverse tasks simultaneously and to 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 QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
EXPERIENCE/EDUCATION/LICENSES AND CERTIFICATIONS NECESSARY:
High School Diploma or equivalent 1 year customer support/account management experience 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 phones, 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 dinner-table conversation 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 and standing for extended periods of time, as well as be able to intermittently push, pull, or lift 20+lbs.
of force.
Occasional exposure to adverse working conditions, including the performance of work in cramped and/or awkward positions, and exposure to safety hazards, loud noise, traffic, and inclement weather conditions is possible.
ACCOUNTABILITIES:
(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 Developing ways to save time or money in the execution of the mission Job Type:
Full-time Pay:
$19.
23 - $21.
63 per hour
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Vision insurance Experience level:
1 year Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid work Office Work Location:
Hybrid remote in Southfield, MI 48076.
Estimated Salary: $20 to $28 per hour based on qualifications.
23 - $21.
63 an hour $19.
23 - $21.
63 an hour BBB CORE VALUES:
BBB has been building better business to create a trustworthy marketplace for over 100 years.
As a respected nonprofit, our committed and dedicated staff initiate and manage the honorable customer experience by holding our marketplace accountable to BBB's 8 Standards of Trust.
Those Standards are Build Trust, Advertise Honestly, Tell the Truth, Be Transparent, Honor Promises, Be Responsive, Safeguard Privacy and lastly, Embody Integrity.
All of us at BBB champion these 8 Standards of trust in all what we do.
POSITION Overview:
The Customer Engagement Specialist contributes to the organization's operational success by working directly with BBB Accredited and non-Accredited Businesses (ABs) (non-Abs) as the primary point of contact for service and support.
This position serves as a resource by addressing inquiries regarding accreditation benefits, BBB profile information, disputes, customer reviews, and accreditation discrepancies.
DUTIES AND
Responsibilities:
includes the following and other duties as assigned.
General Duties:
Complete Minimum AB Monitoring Processes (MAB-MP) and Universal Minimum Accreditation Processes (UMAP) regularly and as directed Ensure accreditation benefit fulfilment to ABs through:
responding to Marketing collateral requests, uploading the BBB seal, sending/resending new and renewal packets, fulfilling BBB decal requests, answering calls regarding benefits, and uploading photos/videos for ABs Process returned mail Process assigned disputes and customer reviews in accordance with appropriate policy and procedure; refer any cases for arbitration and mediation as appropriate Report, respond to, and communicate seal misuse activity Address and update general file update inquiries Conduct regular AB audits to ensure quality and error free data Communicate and resolve AB licensing discrepancies Process and communicate all out of business information and status Inform and communicate new application denials Issue and process Standard Business Questionnaires for ABs to ensure accurate information is documented in BBB's database Update and process all Business ownership changes for ABs Answer and/or direct as appropriate, incoming calls and emails Prepare Intent To Suspend (ITS) and Suspension letters for leadership signature and approval Conduct required outbound welcome and complaint calls to ABs Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Knowledge of office administrative procedures and ability to operate and troubleshoot most standard office equipment Highly proficient in MS Office applications (Word, Excel, Access, PowerPoint) Excellent communication skills, both verbally (in person and via phone) and in writing High level of interpersonal skills and ability to handle sensitive information and documents with confidentiality Established business writing skills to create written communication with business owners and operators Ability to prepare comprehensive written summaries and recommendations to BBB leadership on actions affecting Accredited Businesses Detail oriented with the ability to handle numerous diverse tasks simultaneously and to 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 QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
EXPERIENCE/EDUCATION/LICENSES AND CERTIFICATIONS NECESSARY:
High School Diploma or equivalent 1 year customer support/account management experience 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 phones, 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 dinner-table conversation 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 and standing for extended periods of time, as well as be able to intermittently push, pull, or lift 20+lbs.
of force.
Occasional exposure to adverse working conditions, including the performance of work in cramped and/or awkward positions, and exposure to safety hazards, loud noise, traffic, and inclement weather conditions is possible.
ACCOUNTABILITIES:
(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 Developing ways to save time or money in the execution of the mission Job Type:
Full-time Pay:
$19.
23 - $21.
63 per hour
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Vision insurance Experience level:
1 year Shift:
Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid work Office Work Location:
Hybrid remote in Southfield, MI 48076.
Estimated Salary: $20 to $28 per hour based on qualifications.
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