Customer Relations Specialist

Job Description

Are you ...

Looking for a customer service job that offers a competitive salary and makes a difference in the community?

A detailed person with great phone and written communication skills who enjoys helping people?

Someone who has proven they can work effectively from home?

Wanting to turn your unique talents into strengths?

If so, Better Business Bureau (BBB) may be just the place for you to thrive.

As a Customer Relations Specialist, you will respond to incoming calls from the public and provide BBB services with exemplary customer service. You will assist callers who wish to file a complaint or customer review, obtain a BBB Business Profile, report a recent scam or receive referrals to other agencies/organizations for assistance. You will serve as a liaison between businesses and consumers regarding dispute resolution matters.

You will work 37.5 hours per week in our hybrid work environment -- both from home and at the St. Louis BBB office.

Better Business Bureau (BBB) is a purpose-driven, nonprofit organization dedicated to advancing an ethical marketplace where buyers and sellers trust each other. We’re more than one hundred-years old with a start-up attitude.

Here is what you’ll do:

Respond to inbound calls from consumers or businesses by:

providing BBB Business Profile information about businesses

writing and editing consumer complaints or customer reviews

filing Scam Tracker reports about scams

providing consumer tips or other information from BBB

referring callers to appropriate agencies/organizations that can assist in areas outside the scope of BBB services

Convey information about possible scams or businesses exhibiting concerning or unethical behavior to the Director of Marketplace Solutions, Assistant Director of Marketplace Solutions, Ad Review Specialist and BBB Investigator.

Mediate complaints.

Keep assigned data quality reports up to date.

Participate in continuous improvement meetings and discussions to address how BBB can provide outstanding and relevant services to area businesses and consumers.

Learn and apply BBB complaint processing and public reporting policies and procedures.

Assist with additional tasks as needed.

Here is what will make you successful:

Ability to work effectively in team and hybrid/remote work environments.

Previous experience in customer service and/or call center.

Concise written communication with good grammar and punctuation skills needed to respond to correspondence, document findings and enter complaints.

Previous experience using a customer service database.

Demonstrated ability to work with a wide range of sensitive and confidential issues.

Demonstrated problem solving and judgment skills.

Strong verbal communication skills with a positive tone and a clear, easily heard and understandable telephone voice.

Strong listening and interpersonal skills.

Self-starter willing to take on additional assignments that may be outside of typical job duties.