General Description
This is a dynamic and busy role for someone who will be the relationship manager for each assigned Accredited Business. Key to this role is the ability to build and sustain strong client relationships, help Accredited Businesses maximize usage of BBB programs and services, communicate and confirm they are meeting our 8 Standards of Trust, and to help them fully understand the value of being accredited. This role also acts as a bridge to the sales and communications departments to support program research, creation, and delivery to the general business community. Account Managers work collectively as a team whose role is to help grow the Accredited Business Community.
Responsibilities and Expectations
- Connects with Accredited Businesses through meaningful touchpoints (phone, email, text, or in person) to build Accredited Business engagement and program usage
- Works assigned Accredited Business Accounts through their full life-cycle with BBB
- Owns interactions with assigned accounts including updating client data entries, following up to confirm that events or program delivery has occurred, and troubleshooting concerns that are raised by that business
- Handles escalated Accredited Business inquiries and those referred by other team members
- Acts as a BBB Host/BBB Ambassador for on-site Accredited Businesses Engagement activities and handles reception duties once a week or as needed
- Follows established procedures in order to process applications within deadlines; process involves investigation (licensing, corporate & legal action searches), data entry, reference calls, and otherwise confirming the business meets BBB Standards of accreditation
- Conducts annual review of Accredited Businesses assigned to them to ensure Standards continue to be met, coaches Accredited Businesses to meet standards
- Provides administrative support to team departments and Accredited Businesses
- Incorporates new tools and technology to existing processes
- Promotes and coaches Accredited Businesses in the proper use of BBB trademarks, escalates non-compliance
- Helps support and build relationships with clients through new program development
- Liaises with marketing and retention teams to synergize activities
- Promotes, administers and monitors the usage of benefit programs
- Supports survey analysis and research, follows up on survey responses
- Assists on live chat and accredited services phone lines
- Attends BBB hosted networking events focused on celebrating or networking with Accredited Businesses
- Attends BBB meetings
- Attends trade shows and seminars as required
- Undertakes other related duties as required
Authority & Decision Making
- Recommend approval or decline of an application for Accreditation
- Determine whether businesses are compliant with BBB standards
Relationships
This position works with the following roles/organizations:
- All BBB Staff
- BBB Board of Directors
- Businesses and Consumers
- Licensing agencies
- Other BBBs
Ideal Education & Experience
- At least 2 years customer service experience and/or sales experience
- At least 2 years professional business experience performing office and administrative duties
Required Skills & Competencies
- Friendly and professional telephone manner and professional business writing skills
- Positive can-do attitude and service mindset
- Exceptional customer service focused mindset, with strong ability to communicate professionally (both verbal and written) and modify communication approach to customer needs
- Ability to be resourceful in order to come up with quick and effective solutions or decisions
- Ability to support, engage and coach businesses to success
- Ability to demonstrate accurate data entry
- Ability to follow procedures, research online and investigate at a basic level
- Strong organizational skills with the ability to prioritize and find or research information
- Intermediate working knowledge/ability in G Suite applications (Google sheets, docs, etc.)
- Strong ability to learn and embrace new technologies
Job Type: Full-time
Pay: $46,000.00-$50,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- RRSP match
- Vision care
- Work from home
Work Location: Hybrid remote in Vancouver, BC V6E 3W1
