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About the Role
BBB Heart of Texas is seeking a responsible individual to join our Austin office as a Member Eligibility Specialist. This role serves as a consultative partner to businesses participating in BBB Programs, Products, and Services (PPS), ensuring a seamless and positive onboarding experience while promoting long-term engagement and operational excellence.
Responsibilities
- Facilitate the review of standards accreditation applications, manage onboarding requirements, and address eligibility concerns, denial procedures, and reinstatements.
- Serve as a dedicated partner and primary contact to new onboarding customers, providing personalized hospitality and proactively addressing concerns.
- Manage communications, such as outbound calls, text messages, and letters, to potential and/or current ABs regarding eligibility for BBB accreditation, complaints, reviews, and other mission-related issues.
- Educate and engage businesses and consumers on BBB’s onboarding, accreditation, compliance, and PPS-related activities.
- Identify customer challenges and recommend process enhancements to create a more seamless and satisfying experience.
- Support initiatives that reinforce commitment to standards, including audits, documentation reviews, and data accuracy improvements.
- Collaborate with internal teams and third-party partners to provide clear, welcoming guidance on inquiries related to accreditation, commitment to standards, PPS, and other business needs.
- Support cross-departmental collaboration to provide premier customer care hospitality throughout the customer journey.
- Apply knowledge of BBB reporting policies, accreditation standards, and advertising guidelines in daily responsibilities.
- Maintain accurate business profiles through database updates, quality data entry, and research-driven profile enhancements.
- Assist in preparing information for regulatory agencies and partners to address concerns and share relevant updates.
- Exhibit professionalism and empathy in customer interactions, understanding diverse perspectives, and demonstrating emotional intelligence.
- Hold oneself accountable for achieving performance goals and maintaining a culture of accountability and excellence.
- Perform other duties and tasks as assigned to support departmental objectives.
Requirements
- Possesses a Customer-Centric Mindset; passionate about delivering an exceptional customer experience.
- Proficiency in Microsoft Office applications and the ability to troubleshoot office equipment.
- Excellent verbal, written, and interpersonal communication skills, with the ability to clearly articulate complex concepts.
- Strong relationship-building abilities, serving as a trusted advisor to customers.
- Meticulous attention to detail, particularly when handling compliance-related tasks.
- Resourceful and proactive in resolving escalated issues.
- Ability to work effectively across multiple teams to achieve shared goals.
Skills
- Customer onboarding
- Customer service
- Consultative customer support
- Microsoft Office applications
- Troubleshooting office equipment
- Verbal communication
- Written communication
- Interpersonal communication
- Relationship building
- Attention to detail
- Problem-solving
- Team collaboration
- BBB reporting policies
- Accreditation standards
- Advertising guidelines
- Database management
- Data entry
- Research
- Professionalism
- Empathy
- Emotional intelligence
- Accountability
Location
- Austin, TX
Work Type
- Full-time
Experience Level
- Minimum of 2 years of experience in customer onboarding, customer service, or a consultative customer support role
Education Level
- High School Diploma or equivalent
- Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities.
Salary/Compensations
- $21.00
Benefits
- 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!
About the Company
- BBB Serving the Heart of Texas is an award-winning organization recognized as the Best Nonprofit to Work For for seven consecutive 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 genuine sense of fun, a real emphasis on work-life balance, and a focus on achievement.
Equal Opportunity
- 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.