JOB SUMMARYAre your problem solving skills on point? Do you love helping people? We’re looking for a dynamic, conflict resolution professional to be a multi-partial mediator between our buyers and sellers. As a B-Stock mediator, you’ll oversee a group of assigned clients to mitigate the conflict resolution process for any issues that arise. You will follow a directive shuttle mediation model, communicating with one party at a time via email or phone. This position must also address questions and concerns regarding order disputes including shipping, shortage, not-as-described issues, and flag any related abuses of the process for internal review. This position offers you the opportunity to continually refine your skills as a conflict resolution professional with opportunities for regular co-mediation, quality assurance feedback, and ongoing training.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
1. Manage the dispute process for several clients, while being knowledgeable on their specific policies and procedures
2. Exercise due diligence, critical thinking, basic math, and negotiation skills to determine the appropriate action to resolve open disputes
3. Facilitate clear and timely communication with buyers and sellers to establish clear expectations and ensure understanding and overall satisfaction
4. Empathize and de-escalate high stress situations
5. Work closely with Account Managers to highlight trends and recommend changes to policy/procedures that will improve the buyer experience while also decreasing the dispute rate
RELATED COMPETENCIES
6. Case Management: Strengthen relationships with our sellers and understand their evolving policies and procedures.
7. Long-Range Planning: Maintain a future focus to determine what direction to take and how to use resources appropriately to achieve optimal resolution.
8. Balanced Decision Making: The ability to be objective and to fairly evaluate the different aspects of a situation and to create win/win solutions.
9. Empathy and Reality Checking: Occasionally the job demands a balanced approach when expressing an understanding of the customers concerns and communicating the reality of their situation.
10. Cross-Cultural Dynamics: A high percentage of time may be spent in listening, understanding, and successfully working with a wide range of people from diverse backgrounds and languages to achieve positive outcomes.
MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES
11. Bachelor’s degree required
12. Basic mediation trained or equivalent course work
13. Excellent verbal and written communication, problem solving skills, and the ability to make decisions based on sound reasoning
14. Results oriented with ability to self-manage, while contributing to a positive work environment
15. A team player, someone that naturally collaborates with others (at all levels) and doesn’t hesitate to engage other teams to achieve the best results
16. Experience in using web-based applications, including Microsoft Office; proficiency in Excel
17. A solid understanding of basic math and accounting
18. Strong time management and organizational skills
19. Excellent problem resolution, persuasion, and customer service skills
20. A desire to begin a career in dispute resolution
PREFERRED QUALIFICATIONS
21. Prior working experience in de-escalating high-stress situations
22. Knowledge of retail, liquidation, and wholesale principles, methods, practices and techniques
23. Online auction or ecommerce experience is very helpful
24. Prior working experience with a related field such as mobile sales and returns or shipping claims
25. Professional proficiency in a second language
The pay rate for this role will range between $20.19 to $24.04 per hour. We consider many factors when determining salary offers, such as the applicant’s work experience, education and training, skills, market data, and internal equity.
EMPLOYEE BENEFITS
26. Competitive compensation packages including bonus and options
27. Medical, dental, and vision benefits
28. Matching 401(K)
29. Paid time off
30. Telecommuting and remote-work options
31. Support for continuing education
32. Team off-sites, social events, annual company events, and frequent extracurricular activities
33. Unlimited snacks and drinks (in office)