BBB - Business Experience Specialist

Better Business Bureau Serving the Heart of Texas•Fort Worth, TX

7d•$22•Onsite

About The Position

As a Business Experience Specialist, you will deliver exceptional value to our Accredited Businesses (ABs) by addressing inquiries related to profile updates, complaints, customer reviews, and accreditation eligibility. Your role is pivotal in ensuring a seamless and positive experience for members through personalized support and outstanding customer service. This position will primarily work with our Spanish-speaking Accredited Businesses (ABs), so fluency in Spanish - English is required. Success in this role requires strong critical thinking, effective problem-solving, and a commitment to excellence in every interaction – primarily through phone-based communications.

Requirements

Bilingual (English/Spanish) fluency is required for this position.
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

Responsibilities

Serve as the primary liaison for Accredited Businesses (ABs), ensuring they receive value from their accreditation through welcome calls, benefit consultations, and eligibility reviews.
Manage a portfolio of 1,000–1,500 ABs, providing personalized support and proactive outreach to strengthen engagement and retention.
Fulfill accreditation benefits, including processing marketing collateral requests, uploading BBB seals, and sending new and renewal packets.
Guide businesses through complaints, customer reviews, renewals, and standards compliance, offering consultative solutions and dispute resolution education.
Monitor and audit business profiles for accuracy, licensing, and eligibility; address issues promptly to maintain accreditation standards.
Analyze complaints and review data to identify trends, recommend improvements, and escalate complex cases to mediation or arbitration when necessary.
Maintain accurate records and databases, ensuring data integrity and timely updates to business profiles.
Collaborate across departments to resolve escalated concerns, improve processes, and share insights on market trends and community issues.
Provide exceptional customer service—primarily via phone—to deliver expert guidance and foster trust in BBB services.
Support onboarding and retention efforts by communicating benefits, assisting with profile enhancements, seal installation, and promoting tools like Review Solution and GAQ.