Customer Service Representative

Description

Overview

You will work with a dedicated group of professionals and will be responsible for serving as an intermediary between clients, management, and staff. In addition, you will communicate information to ensure that inquiries are addressed appropriately and handle general inquiries received on the national customer service line. 

The successful applicant will work from Dallas, TX, on a hybrid basis (two days/week onsite). The salary range for this position is $48,000 - $52,700 / year and quarterly incentive opportunities.

Named one of the 50 best nonprofits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, a student loan repayment program, a 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.

Responsibilities

• Promptly answers and responds to incoming general inquiries and emails relating to AAA’s various service offerings.
• Provides general information on AAA rules/procedures; understands the content of the rules and can evaluate their application to different cases.
• Assists clients with creating AAA Webfile accounts by sending registration codes from PRISM.
• Ensures confidentiality of case information and case records; adheres to the AAA’s information security and data privacy policies, procedures, and practices.
• Communicates effectively with multiple levels of employees across the organization and externally with clients.
• Monitors and prioritizes incoming voicemails/emails, exercises sound judgment, and refers elevated/sensitive matters to the appropriate executive for handling.
• Regularly reviews AAA’s Rules, Procedures, and Website to keep abreast of all updates and new service offerings.
• Promotes mediation as an effective way for parties to resolve disputes.
• Utilizes operating systems and proprietary programs to maintain the integrity of electronic files and records.
• Demonstrates regular, reliable, predictable job attendance.
• Attends on-site and in-person meetings and training sessions.

Qualifications

Education & Experience: Associates degree in business or related discipline; 1 - 3 years of relevant work experience (i.e., comprehensive customer service in a law office or judicial industry) or an equivalent combination of education and work experience.

Language Skills: Ability to read and interpret documents such as legal files, business correspondence, and procedure manuals; ability to write routine reports and business correspondence; ability to speak effectively, both in person and by telephone, to customers, arbitrators, mediators or employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent and to draw and interpret bar graphs; ability to understand and interpret statistical reports, data charts, and graphs.

Technology Skills: Intermediate proficiency with Microsoft Outlook, Word, Excel, and web-based case management systems.

The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.