BBB - Member Eligibility Specialist

BBB Heart of Texas•Austin, TX

23d•Onsite

About The Position

The Member Eligibility Specialist ensures a seamless and positive onboarding experience while promoting long-term engagement and operational excellence. By offering premier customer care, hospitality, and technical support, the Specialist facilitates smooth transitions for new customers. The Specialist also provides expert guidance on BBB accreditation, profile management, and commitment to standards, collaborating with internal teams to drive operational efficiency and customer retention.

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.
High School Diploma or equivalent
Minimum of 2 years of experience in customer onboarding, customer service, or a consultative customer support role
Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities.

Nice To Haves

Bilingual: English/Spanish preferred but not required

Responsibilities

Facilitate the review of standards accreditation applications, manage onboarding requirements, and address eligibility concerns, denial procedures, and reinstatements, ensuring a simple, efficient, and supportive experience through clear communication and guidance with business owners and representatives.
Serve as a dedicated partner and primary contact to new onboarding customers, providing personalized hospitality, proactively addressing concerns, and establishing trust throughout the onboarding process. Deliver premier customer care hospitality in all interactions.
Manage communications, such as outbound calls, text messages, letters, etc., to potential and/or current ABs to address eligibility for BBB accreditation, complaints, reviews, and other mission-related issues impacting onboarding and/or current ABs.
Educate and engage businesses and consumers on BBB’s onboarding, accreditation, compliance, and PPS-related activities, ensuring a welcoming and hospitable experience that builds trust and collaboration. Identify customer challenges and recommend process enhancements to create a more seamless and satisfying experience, improving efficiency and retention.
Support initiatives that reinforce commitment to standards, including audits, documentation reviews, and data accuracy improvements, with a focus on customer ease and clarity.
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.