BBB - Business Experience Specialist at Better Business Bureau Serving the Heart of Texas – San Antonio, Texas

BBB – Heart of Texas
Business Experience Specialist
FLSA Status: Non-Exempt
Reports to: Business Experience Manager
Compensation: $21.90
Location: San Antonio (Hybrid)
Requirement: Bilingual - Spanish/English Fluency Required
First Interview: JOBMA video platform used

We are an equal-opportunity employer that values diversity. We do not discriminate based on race, religion, ethnicity, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
*BBB participates in E-Verify and will provide the federal government with your I-9 information to confirm you are authorized to work in U.S.

Why BBB?
BBB Heart of Texas is an award-winning organization, consistently recognized as one of the Best Non-Profits to Work For. We are a dynamic, mid-sized organization committed to growth and excellence. Our culture is built on a strong work ethic, balanced with a genuine sense of fun, a focus on work-life balance, and a commitment to achievement!

Who are you?
BBB Heart of Texas is seeking a dedicated and detail-oriented Business Experience Specialist to join our Fort Worth office. In this role, you will be a key contributor to our operational success by serving as the primary liaison for Accredited Businesses (ABs). You’ll oversee their engagement, foster strong relationships, and deliver mission-driven services that support the organization’s goals and values.

About the position:
As a Business Experience Specialist, you will deliver exceptional value to our Accredited Businesses (ABs) by addressing inquiries related to profile updates, complaints, customer reviews, and accreditation eligibility. Your role is pivotal in ensuring a seamless and positive experience for members through personalized support and outstanding customer service. This position will primarily work with our Spanish-speaking Accredited Businesses (ABs), so fluency in Spanish - English is required. Success in this role requires strong critical thinking, effective problem-solving, and a commitment to excellence in every interaction – primarily through phone-based communications.

Essential Duties and Responsibilities:

• Serve as the primary liaison for Accredited Businesses (ABs), ensuring they receive value from their accreditation through welcome calls, benefit consultations, and eligibility reviews.
• Manage a portfolio of 1,000–1,500 ABs, providing personalized support and proactive outreach to strengthen engagement and retention.
• Fulfill accreditation benefits, including processing marketing collateral requests, uploading BBB seals, and sending new and renewal packets.
• Guide businesses through complaints, customer reviews, renewals, and standards compliance, offering consultative solutions and dispute resolution education.
• Monitor and audit business profiles for accuracy, licensing, and eligibility; address issues promptly to maintain accreditation standards.
• Analyze complaints and review data to identify trends, recommend improvements, and escalate complex cases to mediation or arbitration when necessary.
• Maintain accurate records and databases, ensuring data integrity and timely updates to business profiles.
• Collaborate across departments to resolve escalated concerns, improve processes, and share insights on market trends and community issues.
• Provide exceptional customer service—primarily via phone—to deliver expert guidance and foster trust in BBB services.
• Support onboarding and retention efforts by communicating benefits, assisting with profile enhancements, seal installation, and promoting tools like Review Solution and GAQ.

Knowledge, Skills, and Qualifications
Required Skills/Abilities:

• Bilingual (English/Spanish) fluency is required for this position.
• Knowledge of office administrative procedures and ability to operate and troubleshoot most standard office equipment.
• Be highly proficient in MS Office applications (Word, Excel, Access, PowerPoint, Teams).
• Ability to use conferencing software.
• Excellent communication skills, both verbally (in person and via phone) and in writing; always supporting a positive customer service experience internally and externally.
• Established business writing skills to create written communication for business owners and operators.
• Ability to prepare comprehensive written summaries and recommendations to BBB leadership on actions affecting Accredited Businesses and the business community, as needed.
• Detail-oriented with the ability to handle numerous diverse tasks simultaneously and to make recommendations based on verifiable facts.
• Ability to work with minimal supervision in a hybrid team environment and to meet critical deadlines.
• Ability to develop and maintain credible relationships with private and public agencies and BBB Accredited Businesses.

Education and Experience:

• High School Diploma or equivalent
• Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities

BBB Perks:

• No nights or weekends!
• Flexible 40-hour schedule
• Medical and additional benefit packages are available.
• Group rates for health, dental, and vision coverage for dependents.
• Tax-free Flex Spending Account/Health Savings Account
• 401(k) retirement plan with a 5% match and immediate vesting.
• Free Employee Assistance Programs
• 11 paid holidays and birthdays off!