What are the responsibilities and job description for the Customer Relations Representative position at Better Business Bureau Chicago?
Job Title: Customer Relations Representative Classification: Non-Exempt
Department: Operations Reports to: Customer Relations Team Lead
Company Description:
Our mission is to educate and connect people with businesses they can trust. We champion marketplace integrity, so people have confidence in the companies they rely on. We are an independent non-profit organization founded by business leaders who focus on truth in advertising. Our website, BBB.org, ranks among the top 1% of the most trafficked websites in the world.
Working for the BBB in Chicago! Please check out this exciting video created by a member of our team that highlights how great it is to work for our BBB!
Purpose: Advancing Marketplace Trust by Educating, Informing, and Connecting People with Better Businesses
Guarantee: We recognize, support, and promote Better Businesses.
General Description / Purpose:
The Customer Relations Representative will be responsible for providing exceptional customer service to external and internal customers. They will also be responsible for assisting in maintaining the data warehouse by utilizing reports available in our database and dashboards for proper upkeep and database health.
The Customer Relations Representative will primarily serve as active member of our customer relations team answering customer calls, emails and chat as well as processing complaints and customer reviews. We are looking for a team player who possesses excellent communication skills, is organized and detail oriented.
This role is an integral part of BBB's core services, which include but are not limited to, customer reviews, dispute resolution, and data integrity. The role is fluid and requires a team player that is flexible and relationship oriented . for ad hoc reporting special projects that will assist the organization
General:
- Inbound and Outbound calls to support consumer/business/general public
- Audit and maintain the BBB database
- Monitor & Audit Data Quality reports daily
- Conduct research to verify accuracy of information to be entered in the database
- Accurately and efficiently update internal files and external Business Profiles
- Respond to internal and external inquiries concisely and accurately in a timely manner
- Collaborate with other departments to ensure goal achievements overall
- Interact with customers via phone, email, and chat
- Assist with special projects and new initiatives
- Process customer reviews and complaints in accordance with national policies
- Offer suggestions for improved efficiencies in all areas of Customer Relations BBB work
- Develop and execute processes to enhance efficiency
- Promote responsiveness and collaboration amongst your team to both internal and external customers
- Performs other duties as requested by direct supervisor or leadership team
Success Factors/Qualifications:
- 2 years proven success in a fast-paced office setting
- Previous experience in a call center environment, demonstrating strong customer service and communication skills
- Prior experience using Microsoft Word, Excel, and Outlook
- Experience working within CRMs and/or Databases
- Passionate about BBB mission and able to inspire others to meet and exceed expectations
- Commitment to providing outstanding customer service to both internal and external customers
- Ability to communicate with all customers at any level
- Strong decision-making and problem-solving skills
- Ability to multi-task in fast-paced dynamic environment
- Superior attention to detail
- Strong analytical skills with conflict resolution experience
- Ability to read, write, and converse in Spanish is a plus
Salary & Benefits:
- $17.50/hour starting pay & overtime eligible
- Medical/Dental/Vision Insurance
- Long and short-term disability
- Retirement plan (401k)
- Paid time off (including Birthdays and Holidays)
- Volunteer days
How to Apply:
All applicants should submit an application including resume and salary requirements by inputting the requested information under the 'Apply Now' section at the right hand side of this page.
Equal Employment Opportunity
The BBB is an equal opportunity employer and does not discriminate on the basis of a person's race, color, religion, creed, sex, national origin, ancestry, age, disability, sexual orientation, gender identity, marital status, military status or any other category protected by law. All decisions regarding recruiting, hiring, training, promotions, compensation, benefits, discipline, transfer, lay-offs, and education shall be made without regard to the foregoing. The BBB will provide reasonable accommodations for individual religious beliefs and to individuals with disabilities as provided by law.
Salary : $18
