American Arbitration Association

  • Customer Service Representative, Commercial Division

    Job Location(s) US-CA-Fresno
    Job ID
    2018-1461
    Category
    Alternative Dispute Resolution
  • Overview

    As a Customer Service Representative, the successful candidate will be a contributing member of a highly collaborative Shared Services team in our Commercial Division. Reporting to the Office Manager, the Customer Service Representative will be primarily responsible for demonstrating the highest degree of professionalism, integrity, confidentiality and courtesy in handling all general inquiries received on the national customer service line.


    We offer a competitive salary and the opportunity to have a rewarding career in a fast-paced, results-driven environment. Our comprehensive benefits program includes the following: health and Rx, dental and orthodontia, vision, discounted pet insurance, disability insurance, basic and supplemental life insurance, 403(b) and Roth 403(b) retirement plans w/company match, a discounted corporate FitBit program, and generous paid time-off benefits.

    Responsibilities

    • Promptly answers and responds to incoming general inquiry calls 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;
    • Communicates effectively with all levels of employees across entire organization, as well as externally to clients.
    • Monitors and prioritizes incoming voicemails/emails, exercises sound judgment and refers elevated/sensitive matters to the appropriate executive for handling.
    • Continually 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.

    Qualifications

    Education & Experience: Associate’s degree in business or related discipline; and 1 year related 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.


    Technical Skills: Intermediate proficiency with Microsoft Excel and Word, intermediate proficiency with web-based case management system preferred.

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