American Arbitration Association

Customer Service Representative

Job Location(s) US-GA-Atlanta
Job ID
2021-1823
Category
Customer Service/Support

Overview

The American Arbitration Association (AAA), the leading provider of alternative dispute resolution services, seeks a Customer Service Representative to join its Southeast Case Management Center (SECMC) in Atlanta, GA. The Customer Service Representative will be responsible for demonstrating the highest degree of professionalism, integrity, confidentiality, and courtesy in handling all general inquiries received on the national customer service line.

The annual equivalent salary range for this position is $40,000 - $45,900.

Named as 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

The selected candidate will possess a solid customer-centric, administrative, and critical thinking skillset, including general corporate, not-for-profit, or other organizational experience, with a demonstrated ability to interact and work with individuals at all levels internally and externally. Primary responsibilities include the following:

  • Promptly answers and responds to incoming general inquiry calls relating to AAA's various service offerings.
  • Provides general information on AAA rules/procedures, understands the regulations' content, and can evaluate their application to different cases.
  • Communicates effectively with all levels of employees across the 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 systems 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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