Job Description

FLSA STATUS: Non-Exempt 

REPORTS TO: Data Integrity Manager

PAY RANGE: $16.75 - $18.45/hr

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

POSITION OVERVIEW:

The Data Integrity Specialist contributes to the organization's operational success by assisting with database management, special projects, and some accredited business processes. This position will represent the first impression of our organization. As the Data Integrity Specialist, you will oversee the front desk for incoming traffic as well as incoming phone calls and emails. Therefore, neat appearance, professionalism, responsiveness, and promptness are mandatory. This position will foster and develop relationships with Non-Accredited Businesses (non-ABs) with goals to eventually develop a consistent pipeline of potential customers.

DUTIES AND RESPONSIBILITIES: includes the following and other duties as assigned.

General Duties:

• Facilitate data audits for accredited businesses and non-accredited businesses

• Licensing reviews and reports

• Manage data quality audits using the data quality dashboard, as assigned

• Send, review and process updates submitted through Standard Business Questionnaires (SBQs). Updates should be processed within

• Review business updates submitted by Business Development Representatives or Customer Engagement Specialists, searching for duplicates or any inconsistencies

• Advise consumers and businesses on current trade practice alerts and scams

• Update reports to reflect all activity conducted by the scope of duties and responsibilities mentioned or otherwise worked on.

• Build relationships with non-accredited businesses (non-ABs) through a consultative, supportive, and friendly approach whenever possible.

  1. Consultations with non-ABs regarding aspects of the company they need to address to qualify for accreditation in the future. This aspect may require you to collaborate with your peers from various areas of customer development. 
  2. Consultations with non-ABs on mission-based services to encourage active participation.

• Process returned mail and bounced emails

• Review business profiles for duplicates and any inconsistencies

• Maintain sales tools, quality assurance data tools, RED data tools and/or any other resources to monitor database accuracy, as assigned

• Maintain open lines of communication with companies in service area to facilitate BBB services

• Review register interest form submissions daily following internal procedure.

• Send updates to Business Development/Customer Engagements departments regarding interest form submissions

• Process and update all Out of Business Requests including delegating to Customer Engagement when appropriate  

• Evaluate do not solicit (DNS) removal for files involving disconnected phone numbers and operating status changes, when applicable

• Route DNS removal requests to DNS inbox managed by VP of Customer Development for anything manually added by BBB staff or anything that is not related to operating status/disconnected phone numbers

• Assisting businesses and all incoming reception traffic

• Take all incoming calls as necessary

• Coordinate call transfers to appropriate departments

• Coordinate BBB visitors by signing them in, providing a visitors' badge and providing them with proper paperwork if necessary

• Demonstrate knowledge and understanding of BBB policies and standards and apply them

• Be able to work multiple projects and areas of focus at one time

• Maintain and update database information, including custom text and data quality reports, as necessary

• Perform any and all tasks in a timely manner as requested by BBB management or executive team

• Maintain goals and timelines within the organization

• Attend any and all relevant staff meetings and conferences

• Attend BBB staff related events as needed

• Manage and monitor scheduled Blue audit reports

• Run Blue audit reports manually, as needed

• Assess business files and recommend for further evaluation by Business Practices if appropriate in line with our internal process for investigation, advertising review, pattern review and seal misuse concerns

• Oversee, manage and monitor special data quality projects or audits as assigned at desired frequency from management

• Establish basic understanding of Application Programming Interface (API) and how to communicate with management when a profile is not exporting properly to bbb.org

• Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Knowledge of office administrative procedures and ability to operate and troubleshoot most standard office equipment
• Highly proficient in MS Office applications (Word, Excel, Access, PowerPoint)
• Excellent communication skills, both verbally (in person and via phone) and in writing
• High level of interpersonal skills and ability to handle sensitive information and documents with confidentiality
• Established business writing skills to create written communication with business owners and operators
• Ability to prepare comprehensive written summaries and recommendations to BBB leadership on actions affecting Accredited Businesses
• 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 team environment, and to meet critical deadlines 
• Ability to develop and maintain credible relationships with private and public agencies, as well as BBB Accredited Businesses

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EXPERIENCE/EDUCATION/LICENSES AND CERTIFICATIONS NECESSARY:

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

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

BBB's work environment is that of a typical office, and the characteristics described here are representative of those an employee may expect to encounter while performing the essential functions of this job. This section is not an all-encompassing, but rather what one might come to expect on a regular basis.

With reasonable accommodation, this position requires the manual dexterity to sufficiently operate phones, computers, and other office equipment. This person must be able to clearly and accurately communicate to convey information using the English language, both verbally and in writing. The ability to hear and comprehend dialogue spoken at appropriate "dinner-table conversation" levels, and visual acuity capable of drafting, editing, reviewing, and/or comprehending materials drafted in a standard typeface size 10 font or above, are required. Must be capable of sitting and standing for extended periods of time, as well as be able to intermittently push, pull, or lift 20+lbs. of force. 

Occasional exposure to adverse working conditions, including the performance of work in cramped and/or awkward positions, and exposure to safety hazards, loud noise, traffic, and inclement weather conditions is possible.

ACCOUNTABILITIES: (SUCCESS FACTORS)

• Satisfactory attendance, promptness, time management, and attention to detail.
• Willingness to go the extra mile
• Delivery of world-class customer service, both internally and externally
• Participation as a team player
• Contributions to the vision, mission, and goals of BBB
• Developing ways to save time or money in the execution of the mission
• Respect and honor all people, positions, and BBB processes.
• Willingness to adhere to BBB Standards of Trust and Core Values.
• Take initiative to solve problems independently – if and when problems need to be escalated, prepare options for solution.
• Follow up and provide closure to all requests.
• Communicate – Communicate – Communicate!

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