This role involves strengthening relationships with accredited businesses, managing their renewals and accounts, resolving concerns, supporting billing, and promoting the value of BBB Accreditation. The specialist will serve as a positive ambassador, utilizing available tools and data to provide exceptional service.
Responsibilities
Manage Accredited Business relationships through proactive outreach, renewals, account maintenance, and retention efforts
Assist businesses with renewals, billing questions, payment issues, account updates, cancellations, and reinstatements
Promote the value of BBB Accreditation while providing exceptional customer service and coordinating solutions for member concerns
Maintain accurate CRM documentation of member communications and account activity
Manage assigned accounts through the retention and collections cycle, including full-pay, installment, declined payment, cancellation, reinstatement, ownership transition, branch/affiliate, and out-of-business scenarios
Maintain regular follow-up, assist with billing and account inquiries, and collaborate with Finance and management to resolve concerns
Ensure communications and collection activities are professional and consistent with BBB policies
Provide outstanding customer service while reflecting BBB’s mission, values, neutrality, empathy, and professional standards
Respond to emails, calls, voicemails, and correspondence within service standards
Educate businesses on BBB resources and support outreach campaigns that increase retention, engagement, and participation
Represent BBB at networking events, community programs, chamber meetings, and outreach activities as assigned
Build and maintain positive relationships with businesses, chambers of commerce, nonprofits, educational institutions, and community partners
Handle sensitive customer information confidentially and participate in meetings, trainings, coaching, and development opportunities
Requirements
Associate’s degree in Business, Communications, Marketing, Customer Service, or related field preferred; equivalent experience considered
Minimum 2 years of experience in customer service, account management, member services, collections, retention, sales support, or relationship management
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
CRM experience preferred; membership-based, nonprofit, service, or business organization experience a plus
Customer retention, relationship building, customer service excellence, member engagement, community outreach support, partner communication, conflict resolution
Professional written and verbal communication, active listening, negotiation, persuasion, public and customer-facing communication
Billing and collections support, account management, data accuracy, documentation, time management, organization, CRM systems, Microsoft Office Suite, virtual communication platforms, reporting, and data entry
Professionalism, accountability, attention to detail, adaptability, problem-solving, integrity, and teamwork
Achieve retention, renewal, collection, and engagement goals established by management
Maintain accurate CRM records and respond to member communications within service standards
Deliver excellent customer service, demonstrate BBB values, and contribute to organizational growth
Regular use of a computer, dual monitors, telephone, headset, email, Microsoft Office Suite, CRM systems (including Blue/Docebo and other internal platforms), and virtual meeting software
Ability to communicate professionally by phone, email, video conference, and in person
Ability to sit for extended periods while performing computer-based work
Occasional lifting and transporting of materials weighing up to approximately 20 pounds for meetings, events, or outreach activities
Valid driver's license, reliable transportation, and the ability to travel throughout Central New England for meetings, networking events, and community outreach
Occasional evening and weekend attendance at networking events, educational programs, expos, ribbon cuttings, and BBB-sponsored activities
Benefits
Performance-based commission structure
Annual performance bonus eligibility
Paid Time Off (PTO)
Paid holidays
Health insurance
Dental and vision insurance
401(k) retirement plan
Mileage reimbursement for approved business travel
Professional development and training opportunities
Important Details
Schedule: Monday through Thursday, 8:30 a.m. to 4:30 p.m., and Friday, 8:30 a.m. to 4:00 p.m.; occasional evening and weekend attendance at networking events, business functions, ribbon cuttings, expos, and community events is expected
Contract: Full-Time, Non-Exempt
Work environment: field-based, requiring regular travel throughout Central Massachusetts; office work, remote work, and field work are all components of this role
About the Company
BBB’s mission is to be the leader in advancing marketplace trust by setting standards for integrity and performance, including respect, ethics, intent, and working toward a diverse, inclusive, and equitable marketplace.