Resolution Specialist

 JOB DESCRIPTION
Job Title: Resolution Specialist
Classification: Non-Exempt
Department: Operations
Reports to: Resolution Supervisor

General Description / Purpose:
The Resolution Specialist is responsible for the intake and handling of consumer inquiries and complaints
against businesses across Middle TN Southern KY. This position consists of facilitating communication
between consumers and businesses to help both parties reach a mutually satisfactory outcome and promoting
trust and transparency in the marketplace. Resolution Specialists ensure businesses are following BBB’s Code
of Business Practices including Code of Advertising and assists businesses with improving customer
satisfaction experiences.

General Duties:

• Acts as a neutral third-party facilitating BBB’s dispute resolution process in accordance with BBB policies and practices;
• Meets Performance Accountability Standards set by IABBB (complaint open/close metrics, resolution rates/not processed rates, advertising review/investigation metrics);
• Facilitates dispute resolution process, including validating new complaints in accordance with BBB’s Complaint Acceptance Policy, facilitating communication between businesses and consumers, processing responses/rebuttals, referring the case to mediation and/or arbitration, and closing complaint files to accurately reflect the outcome;
• Answers questions that arise about the complaint process and BBB’s role;
• Coaches both consumers and businesses on how to respond effectively when in conflict, and guides them in making ethical, fair and honest decisions to resolve disputes;
• Consults with other Operations staff as well as management regarding complex disputes;
• When necessary, provides information, resources and/or referrals in addition to, or instead of, dispute resolution services offered through BBB, such as other local, state and federal agencies, entities, and/or court system;
• Documents thorough information and actions in case notes and in journal notes via BBB’s database;
• As requested by businesses, reviews complaint history; explains their validity in relation to BBB’s Complaint Acceptance Policy, and why the dispute appears publicly in the business’ BBB Profile.
• As needed, provides synopsis of complaint handling by businesses, and offers information to BBB’s sales and retention teams to assist in determining whether the business meets/maintains Accreditation Standards;
• Monitors activity within business records to identify patterns of consumer dissatisfaction, summarizes findings/statistics, and works with BBB’s Resolution Supervisor when preparing to address concerns with the business;
• Reports suspicious business practices, reports findings to BBB’s Market Investigator & BBB’s Resolution Supervisor
• Researches contact information for Business Profiles through web searches, phone calls, corporate registration searches, domain registration, etc., and updates information in Business Profiles;
• Guides consumers and businesses with customer reviews, how best to respond to them, and the importance of choosing the right words to repair and enhance one’s reputation;
• Supports BBB growth by identifying companies who may qualify for accreditation, and referring them to BBB’s sales team;
• Answers incoming calls on BBB’s public line, reads Business Profile information to inquirers, and provides pre-dispute counseling service as needed;
• Assists with internal/external training in areas such as dispute resolution, complaint handling, customer service, best business practices, how to protect yourself as consumer and business, etc. as needed;
• Attends and participates in department meetings, all staff meetings, board meetings, BBB events/programs as needed;
• Attends trade shows and seminars as required;
• Undertakes other related duties as required.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Ability to empathize and resolve disputes in a non-judgmental, non-biased manner;
• Ability to remain patient, calm and professional in challenging situations, including managing hostile individuals on occasion;
• Basic computer skills; quick and accurate typing skills; MS Office skills;
• Strong attention to detail and accuracy;
• Positive, team player, can-do attitude;
• Contributes to a high dynamic culture
• Sense of Humor

Qualifications

EXPERIENCE/EDUCATION/LICENSES AND CERTIFICATIONS NECESSARY:

• High School Diploma or G.E.D.
• Conflict resolution, coaching, counseling and/or mediation/negotiation skills

PREFERRED:

• Public speaking skills
• Conflict Resolution Skills
• Bilingual

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Work is in an inside office environment the majority of the time
• Some travel is required
• Individual is required to talk and hear

To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This position requires manual dexterity sufficient to operate phones, computers, and other office equipment.
This person must communicate clearly using the English language to accurately convey information and be
able to hear at normal speaking levels both in person and over to telephone. Vision is required to review
written materials.

Occasional exposure to adverse working conditions. Work may be performed in cramped or awkward positions.
Occasional exposure to safety hazards, noised, traffic, inclement weather conditions and/or lifting (30 lbs)
chemicals and other hazardous materials and machinery.

ACCOUNTABILITIES: (Success Factors)

• Strong interpersonal and professional verbal and written communication skills with the ability to maintain neutrality;
• Builds trust with others to ensure a positive perception of both the individual and organization’s actions;
• Remains focused on service excellence and takes responsibility for customer satisfaction;
• Handles multiple and competing priorities in a high-volume, fast-paced work environment;
• Autonomous and self-motivated; recognizes issues, problems and opportunities, responds quickly and takes action;
• Manages both internal and external conflict by effectively using appropriate interpersonal styles and methods to reduce tension or conflict;
• Adaptable, flexible and maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusts effectively to work within new work structures, process and requirements;
• Uses effective analysis and decision making by identifying and understanding issues, problems and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing course of action or developing appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences;
• Demonstrates strong attention to detail through quality orientation of accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checks processes and tasks consistently;
• Actively participates as a member of the team toward completion of goals and positive workplace environment;
• Continuously develops by actively identifying new areas for learning, regularly creating and taking advantage of learning opportunities; uses newly gained knowledge and skills on the job and learns through application.
• Do what you commit to in the agreed time frame.
• Alert all stakeholders well in advance if deadlines cannot be met.
• Close the loop – follow up and provide closure to all requests.
• Respect and honor people, positions and processes.
• Take initiative to solve problems independently – if and when problems need to be escalated, prepare options for solutions.
• Communicate ● Communicate ● Communicate

This job description does not constitute an employment agreement between the employer and employee and
is subject to change by the employer as the needs of the employer and requirements of the job change.

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