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Customer Service Representative

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Location: Fresno, CA, United States
Date Posted:

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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.

If you are unable to complete your application, you may request a disability accommodation and submit your information through an alternative method by contacting the Human Resources Department via email- [email protected].


We are actively recruiting for a Customer Service Representative to ensure that inquiries from clients and the public via telephone and email are handled and addressed. This is a hybrid position with a starting annual salary range of $55,000 to $60,000 and an incentive opportunity targeting 7.5%.  
The American Arbitration Association (AAA) is the leading provider of arbitration and mediation dispute resolution services, and has consistently been named one of the 50 best non-profits 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, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits. 
    • Answers and responds to incoming general inquiry calls and emails relating to AAA's various service offerings.
    • Provides general information on AAA rules/procedures; understands 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, as well as 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 the use of mediation as an effective way for parties to resolve disputes.
    • Utilizes operating system 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.
    Associate's degree in business, communications, or related field. 2-4 years of relevant customer service experience, or an equivalent combination of education and experience. Experience in a law office or judicial industry is a plus.
    • Excellent customer service skills with the ability to handle challenging situations and customers with professionalism and empathy.
    • Strong verbal and written communication skills, with the ability to clearly convey information and actively listen to customers, colleagues, and supervisors.
    • Ability to analyze situations, identify problems, and propose effective solutions in a timely manner.
    • Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain accurate records.

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