What are the responsibilities and job description for the BBB - Business Experience Specialist position at Better Business Bureau (BBB) serving the Heart of Texas?
Better Business Bureau – Serving the Heart of Texas
Business Experience Specialist
FLSA Status: Non-Exempt
Reports to: Customer Success Manager
Compensation: $21.92
Requirement: Spanish/English language Required
Location: Austin, TX
We are an equal-opportunity employer that values diversity. We do not discriminate based on race, religion, ethnicity, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
BBB Serving the Heart of Texas is an award-winning organization that has been recognized as the Best Nonprofit to work for seven years. We are a mid-sized organization committed to growth and take pride in our culture, which includes a strong work ethic balanced with a real sense of fun, work-life balance, and achievement!
Who are you?
BBB Heart of Texas is looking for a responsible individual to join our Austin office as a Business Experience Specialist to contribute to the organization’s overall success by playing a key role in supporting the organization's operational success by serving as the dedicated liaison for Accredited Businesses (ABs), overseeing their engagement, and delivering essential mission-driven services.
About The Position
The Business Experience Specialist position provides valuable customer benefits and addresses inquiries related to profile information, complaints, customer reviews, and accreditation eligibility. By providing exceptional customer service and personalized support, this role ensures a seamless experience for members while nurturing their journey with BBB. Success in this role requires strong critical thinking skills, effective problem-solving, and a commitment to consistently delivering excellence in every interaction, mainly through phone-based communications.
Essential Duties And Responsibilities
Required Skills/Abilities
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Business Experience Specialist
FLSA Status: Non-Exempt
Reports to: Customer Success Manager
Compensation: $21.92
Requirement: Spanish/English language Required
Location: Austin, TX
We are an equal-opportunity employer that values diversity. We do not discriminate based on race, religion, ethnicity, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- BBB participates in E-Verify and will provide the federal government with your I-9 information to confirm you are authorized to work in the U.S
BBB Serving the Heart of Texas is an award-winning organization that has been recognized as the Best Nonprofit to work for seven years. We are a mid-sized organization committed to growth and take pride in our culture, which includes a strong work ethic balanced with a real sense of fun, work-life balance, and achievement!
Who are you?
BBB Heart of Texas is looking for a responsible individual to join our Austin office as a Business Experience Specialist to contribute to the organization’s overall success by playing a key role in supporting the organization's operational success by serving as the dedicated liaison for Accredited Businesses (ABs), overseeing their engagement, and delivering essential mission-driven services.
About The Position
The Business Experience Specialist position provides valuable customer benefits and addresses inquiries related to profile information, complaints, customer reviews, and accreditation eligibility. By providing exceptional customer service and personalized support, this role ensures a seamless experience for members while nurturing their journey with BBB. Success in this role requires strong critical thinking skills, effective problem-solving, and a commitment to consistently delivering excellence in every interaction, mainly through phone-based communications.
Essential Duties And Responsibilities
- Serve as the dedicated liaison for Accredited Businesses, ensuring they derive value from their accreditation through consultative interactions like welcome calls, benefit consultations, and eligibility reviews. Support their journey by fulfilling benefits, including processing marketing collateral requests, uploading BBB seals, fulfilling decal requests, and sending new and renewal accreditation packets. Manage AB book of business approximately 1,000–1,500 ABs, ensuring personalized attention and support
- Support customers on their accreditation journey by ensuring benefits are delivered and utilized effectively. Provide consultative guidance on complaints, reviews, renewals, and commitment to standards, helping Accredited Businesses navigate processes and maximize the value of their membership. Conduct proactive outreach and regular audits to address issues related to eligibility, licensing, complaints, reviews, and other mission-critical matters, ensuring businesses remain aligned with accreditation standards
- Educate businesses on dispute resolution processes, providing actionable recommendations to prevent future disputes and effectively address emerging patterns
- Manage complaints, customer reviews, and disputes for Accredited Businesses, ensuring alignment with established policies and referring cases to mediation or arbitration as needed
- Analyze disputes and review data to identify patterns, conduct timely follow-ups, and take appropriate action to support businesses in maintaining accreditation standards
- Maintain accurate business profiles and databases by ensuring data quality, consistency, and integrity, including efficiently managing Standard Business Questionnaires (SBQs)
- Deliver exceptional service and expert guidance to businesses and consumers, building strong relationships and ensuring Accredited Businesses receive consultative support throughout their journey
- Guide businesses through evaluation and monitoring processes, ensuring commitment to standards. (MAB-MP and UMAP)
- Conduct audits and ensure accurate data for Accredited Businesses (ABs), including processing returned mail, bounced emails, and updating ownership or status changes, while collaborating with internal teams to resolve profile discrepancies and escalated concerns
- Guide ABs through onboarding and provide premier customer care throughout the accreditation lifecycle, addressing inquiries, communicating new benefits, and assisting with retention efforts to strengthen relationships and trust in BBB services
- Maintain a comprehensive understanding of accreditation tools and benefits, such as Review Solution, GAQ, seal installation, and profile enhancements, to support AB consultations and facilitate value-driven interactions
- Handle escalated issues, including Level 1 concerns, and collaborate with other departments to resolve complex matters promptly. Provide feedback for continuous service improvement and market trend analysis
- Foster cross-departmental collaboration to ensure efficient processes, including sharing insights with Communications, Operations, and Community Relations and addressing broader business community concerns related to complaints, scams, and trade practices
- Manage projects and maintain accurate activity reports, ensuring systems are updated to reflect all interactions. When needed, escalate relevant issues to Investigations & Compliance while adhering to BBB policies and reporting standards
Required Skills/Abilities
- Knowledge of office administrative procedures and ability to operate and troubleshoot most standard office equipment
- Be highly proficient in MS Office applications (Word, Excel, Access, PowerPoint, Teams)
- Ability to use conferencing software
- Excellent communication skills, both verbally (in person and via phone) and in writing, always supporting a positive customer service experience internally and externally
- Established business writing skills to create written communication for business owners and operators
- Ability to prepare comprehensive written summaries and recommendations to BBB leadership on actions affecting Accredited Businesses and the business community, as needed
- 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 hybrid team environment and to meet critical deadlines
- Ability to develop and maintain credible relationships with private and public agencies and BBB Accredited Businesses.
- High School Diploma or equivalent
- Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities
- No nights or weekends!
- Flexible 40-hour schedule
- Medical and additional benefit packages are available
- Group rates for health, dental, and vision coverage for dependents
- Tax-free Flex Spending Account/Health Savings Account
- 401(k) retirement plan with a 5% match and immediate vesting
- Free Employee Assistance Programs
- 11 paid holidays and birthdays off!
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Salary : $22
