We are actively recruiting for a Customer Service Representative to ensure that inquiries from clients and the public via telephone and email are handled and addressed. This is a hybrid position with a starting annual salary range of $55,000 to $60,000 and an incentive opportunity targeting 7.5%.

The American Arbitration Association (AAA) is the leading provider of arbitration and mediation dispute resolution services, and has consistently been named one of the 50 best non-profits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.

RESPONSIBILITIES

• Answers and responds to incoming general inquiry calls and emails relating to AAA's various service offerings.
• Provides general information on AAA rules/procedures; understands content of the rules and can evaluate their application to different cases.
• Assists clients with creating AAA Webfile accounts by sending registration codes from PRISM.
• Ensures confidentiality of case information and case records; adheres to the AAA's information security and data privacy policies, procedures, and practices.
• Communicates effectively with multiple levels of employees across the organization, as well as externally with clients.
• Monitors and prioritizes incoming voicemails/emails, exercises sound judgment and refers elevated/sensitive matters to the appropriate executive for handling.
• Regularly reviews AAA's Rules, Procedures and Website to keep abreast of all updates and new service offerings.
• Promotes the use of mediation as an effective way for parties to resolve disputes.
• Utilizes operating system and proprietary programs to maintain the integrity of electronic files and records.
• Demonstrates regular, reliable, predictable job attendance.
• Attends on-site and in-person meetings and training sessions.

EDUCATION & EXPERIENCE

Associate's degree in business, communications, or related field. 2-4 years of relevant customer service experience, or an equivalent combination of education and experience. Experience in a law office or judicial industry is a plus.

KNOWLEDGE, SKILLS, & ABILITIES

• Excellent customer service skills with the ability to handle challenging situations and customers with professionalism and empathy.
• Strong verbal and written communication skills, with the ability to clearly convey information and actively listen to customers, colleagues, and supervisors.
• Ability to analyze situations, identify problems, and propose effective solutions in a timely manner.
• Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain accurate records.