Dispute Resolution Specialist

Founded in 1912, Better Business Bureau is a non-profit agency focused on advancing marketplace trust. BBB collects and provides free business reviews on more than 6 million business to over 200 million requests from consumers. In addition, BBB acts as an intermediary between business and consumers, and educates the public on scams & frauds and how to be a savvy consumer.

The Better Business Bureau of Western Pennsylvania (BBB) is currently seeking a Dispute Resolution Specialist to assist with carrying out core services of the BBB. Your main responsibility will be facilitating the resolution of disputes between businesses and consumers. Through information analysis and working closely with both parties, you will facilitate settlements through self-regulation. The dispute resolution specialist will also manage customer reviews, identify customer experience trends, issue reports based on results, and assist with consumer and business inquiries.

This position consists of the following duties:

• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.

• Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.

• Receives and responds to incoming email from website; processes in-coming written correspondence, makes follow up calls, emails correspondence; provides additional information to consumers; responds to complaints in timely manner according to complaint policy.

• Makes appropriate suggestions for dispute resolutions and notifies consumers of other options for seeking resolution when necessary; provides informal conciliation/counseling for consumers and companies.

Essential job requirements include:

• Have demonstrated experience working in a competitive and fast-paced environment;

• Must be highly self-motivated and dependable;

• Requires a high degree of professionalism;

• Possess exceptional customer service skills;

• Has excellent communication skills, both verbal and in writing; and

• Handle sensitive information and documents with confidentiality.

BBB believes our team is our most valuable asset and offers a full benefits package including:

• Health insurance 100% company paid life and long term disability insurance
• Retirement plan with generous company match
• Paid time off (PTO) and paid holidays
• Family friendly work environment currently with a hybrid WFH & in office work schedule

BBB, serving Western Pennsylvania, is located at 520 E. Main St. Carnegie, PA. Check us out at www.bbb.org/pittsburgh and see all that we have to offer.

BBB is fully committed to Equal Employment Opportunity and dedicated to providing a work environment that is free from discrimination and harassment, and where employees are treated with respect and dignity. Hours are Monday through Friday, from 8:30 AM to 4:30 PM.

For immediate consideration please respond to this advertisement, including your resume and cover letter. Include “Dispute Resolution Specialist” in the subject line. Responses not including the required information will not be considered.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Paid time off
• Vision insurance
• Work from home

Schedule:

• Monday to Friday

Experience:

• Customer service: 2 years (Preferred)

Work Location: One location