What are the responsibilities and job description for the Member Services Account Manager position at Better Business Bureau Chicago?
Job Title: Member Services Account Manager Classification: Non-Exempt
Department: Member Services Reports to: Assistant Director of Member Services
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 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!
General Description / Purpose:
The Member Services Account Manager serves as the primary point of contact and advocate for BBB-accredited businesses. This role is essential in delivering outstanding service, building lasting relationships, and demonstrating the value of BBB Accreditation. We seek a candidate who embodies positive energy, aligns with BBB's mission, and is passionate about supporting business growth. The ideal individual is self-motivated, consultative, and focused on fostering trust and loyalty among our businesses.
Key Responsibilities
The duties of the Member Services Account Manager include, but are not limited to:
- Relationship Management: Build and maintain strong relationships with assigned Accredited Businesses, serving as their go-to resource for BBB-related support.
- Customer Support: Provide exceptional inbound and outbound customer service, responding to inquiries via phone and email.
- Retention and Growth: Manage monthly and annual renewals, address past-due accounts, and ensure revenue growth for managed accounts.
- Profile Oversight: Assist businesses with Business Profile updates to ensure accurate and appealing information.
- Complaint Resolution: Guide businesses through the complaint reconciliation process to maintain positive accreditation status.
- Education and Advocacy: Educate businesses on the full suite of BBB benefits and services, promoting solutions to enhance their experience.
- Issue Resolution: Proactively address business concerns to prevent cancellations and sustain accreditation value.
- Lifecycle Management: Follow established timelines for interactions throughout the accreditation lifecycle.
Qualifications and Skills
We are looking for a team player who meets the following qualifications:
- Education: Bachelor's degree required.
- Customer Service Experience: A minimum of 2 years of demonstrated excellence in customer service.
- Phone and Communication Skills: At least 1-2 years of phone experience, with excellent written and verbal communication skills.
- Goal-Oriented: Highly motivated, driven by achieving goals, and focused on outcomes.
- Organizational Skills: Strong organizational abilities with attention to detail in a fast-paced environment.
- Multitasking: Proven ability to manage multiple tasks and prioritize effectively.
- Team Spirit: A collaborative mindset, contributing to a positive and supportive team environment.
- Consultative Approach: Prior experience in account management or consultative roles is highly recommended.
Salary & Benefits:
- $55,000 potential total comp (base salary commissions)
- Temporarily remote due to with potential future hybrid working set up
- 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.
Please visit Bbbchicagocareers.org for more information on working with the BBB!
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 : $55,000
