Better Business Bureau - Bakersfield, CA
Published
September 8, 2022
Location
Bakersfield, California
Job Type
Salary
$15.50 - $17.00 per hour

Description

Position Description
Job Title: Mediator
Reports to: Director of Mediation Services
Classification: Non Exempt
Location: Fresno, Kern, Tulare or Merced County

Purpose: To provide excellent customer service by responding timely and professionally to consumers/businesses who contact the BBB requesting information on mediation services, ADR services, and to conduct mediation/services where needed.

Environment: The Better Business Bureau is a non-profit membership organization (501C6) and manages a Foundation (501c3) that provides for mediation services. The headquarters are located in
Fresno with branch offices in Bakersfield and Visalia, and services customers in 11 counties of Central California by providing business reviews on companies and charities, advertising review and dispute resolution through conciliation, mediation, and arbitration.

The following is a list of major duties and responsibilities for this position, along with certain supportive duties. It is not all-inclusive. Other duties and responsibilities may be added as needed, and in addition, management, as appropriate, may modify this job description. Other duties may include such things, for EXAMPLE, as BBB customer services, and assisting the BBB in any office needs that arise.

Essential Duties and Responsibilities:

1. Answer requests for information via telephone, fax, mail, email, etc. in a timely and professional manner using the methods defined by the BBB for this purpose.
2. Accurately respond to inquirers regarding the information on mediation and how to file and/or pursue mediation.
3. Provide information and/or referrals to inquirers in follow up to discussion or correspondence.
4. Ensure case management of conciliations and mediations are managed in a timely and professional manner under BBB Mediation Guidelines.
5. Consistently meet objectives for quality and productivity as defined by the manager and the BBB.
6. Provide mediation services in court for Small Claims, Unlawful Detainer, Civil
Harassment, Family Law, Probate, and all other courts as stipulated in contracts and or by immediate supervisor.
7. Provide cost information and forms, collect and process credit card information, money orders, and cashier’s checks, submit payments to Administrative Services promptly per BBB Payment Procedure and track income.
8. Write settlement agreements for parties to sign and for submission to the court.
9. Provide surveys to parties after mediation.
10. Log all cases in the BLUE database in a timely and efficient manner.

11. Contribute to overall office efficiency by processing mail, email, filing, copying, faxing, scanning, inputting data, etc.
12. Assist the Director of Mediation Services in promoting, gathering information, and coordination of programs.
13. Contribute to and/or participate in mediation training as needed.
14. Support the BBB Small Claims and Civil Advisors as needed to meet departmental objectives.

Supportive duties and responsibilities:
1. Participate in trade shows and events by staffing the BBB’s booth and making presentations.
2. Support other Mediation staff as needed, including BBB staff outside of the Mediation Department.

Education/Experience
1. Minimum 4 years of college; or equivalent in education and experience.
2. Communication, Social Work, or Restorative Justice degree a plus.
3. Minimum 2 years of experience in customer service that involves problem- solving and/or dispute resolution/grievances.
4. Mediation certificate desirable.

Behavioral Skills
1. Professional demeanor: Able to conduct self in a competent, efficient manner; personable without being overly friendly and talkative; focused.
2. Communication skills: Clearly present information verbally and in writing; influence or persuade others through oral and written presentation in positive or negative circumstances; listen well; read and interpret information.
3. Assertiveness: Able to express opinion maturely in spite of disagreement; accurately communicate with others regardless of their status or position.
4. Policy and Procedures: Relate to routine operations in a manner that is consistent with existing solutions; conform to established policies and procedures; document work.
5. Team Building: Able to work with people in a manner to build high morale and group commitments to goals and objectives.
6. Leadership: Able to influence the actions and opinions of others in the desired direction; to exhibit judgment in leading others to achieve goals.
7. Decision Making and Problem Solving: Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics.
8. Perceptivity: Interpret verbal and non-verbal behavior; develop accurate perception and understanding of others’ feelings, needs, values, and opinions; to be sensitive to and aware of personality differences and conflicts.
9. Organization and Planning: Organize and schedule people and tasks; develop realistic action plans while being sensitive to time and resource constraints.
10. Confidentiality: handle all confidential issues appropriately; do not share with others who do not need to know.

11. Integrity: demonstrates trustworthiness.
12. Detailed – in every form and answer, be as clear, honest, ethically, and detailed as possible.

Qualifications
1. CA drivers license and reliable transportation.
2. Computer literate MS Office products (Excel and Word).
3. Basic writing skills.
4. Pass a BBB background check and Live Scan by the court.

Physical Requirements
Must be able to drive. Must be able to stand for short periods of time. Must be able to listen to parties by phone and in person. The candidate shall have the skills to read documents on email or in hard copy, then analyze and respond professionally, recommending a resolution to consumers or businesses. Must be able to personally observe and listen to staff responding to consumers and businesses to ensure that they are professional and provide timely, accurate information. Able to track statistics and develop written reports; communicate by phone and in person. Must be able to enter data, write reports, create settlement agreements. Some lifting, bending, stooping, stretching, and reaching as needed to move supplies, files, and materials.'

Qualifications

Minimum 4 years of college; or equivalent in education and experience

Minimum 2 years of experience in customer service that involves problem- solving and/or dispute resolution/grievances

Behavioral Skills

Professional demeanor: Able to conduct self in a competent, efficient manner; personable without being overly friendly and talkative; focused

Communication skills: Clearly present information verbally and in writing; influence or persuade others through oral and written presentation in positive or negative circumstances; listen well; read and interpret information

Assertiveness: Able to express opinion maturely in spite of disagreement; accurately communicate with others regardless of their status or position

Policy and Procedures: Relate to routine operations in a manner that is consistent with existing solutions; conform to established policies and procedures; document work

Team Building: Able to work with people in a manner to build high morale and group commitments to goals and objectives

Decision Making and Problem Solving: Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics

Perceptivity: Interpret verbal and non-verbal behavior; develop accurate perception and understanding of others’ feelings, needs, values, and opinions; to be sensitive to and aware of personality differences and conflicts

Organization and Planning: Organize and schedule people and tasks; develop realistic action plans while being sensitive to time and resource constraints

Confidentiality: handle all confidential issues appropriately; do not share with others who do not need to know

Detailed – in every form and answer, be as clear, honest, ethically, and detailed as possible

CA drivers license and reliable transportation

Computer literate MS Office products (Excel and Word)

Basic writing skills

Pass a BBB background check and Live Scan by the court

Must be able to drive

Must be able to stand for short periods of time

Must be able to listen to parties by phone and in person

The candidate shall have the skills to read documents on email or in hard copy, then analyze and respond professionally, recommending a resolution to consumers or businesses
Responsibilities

Other duties may include such things, for EXAMPLE, as BBB customer services, and assisting the BBB in any office needs that arise

Answer requests for information via telephone, fax, mail, email, etc. in a timely and professional manner using the methods defined by the BBB for this purpose

Accurately respond to inquirers regarding the information on mediation and how to file and/or pursue mediation

Provide information and/or referrals to inquirers in follow up to discussion or correspondence

Ensure case management of conciliations and mediations are managed in a timely and professional manner under BBB Mediation Guidelines

Consistently meet objectives for quality and productivity as defined by the manager and the BBB

Provide mediation services in court for Small Claims, Unlawful Detainer, Civil

Provide cost information and forms, collect and process credit card information, money orders, and cashier’s checks, submit payments to Administrative Services promptly per BBB Payment Procedure and track income

Write settlement agreements for parties to sign and for submission to the court

Provide surveys to parties after mediation

Log all cases in the BLUE database in a timely and efficient manner

Contribute to overall office efficiency by processing mail, email, filing, copying, faxing, scanning, inputting data, etc

Assist the Director of Mediation Services in promoting, gathering information, and coordination of programs

Contribute to and/or participate in mediation training as needed

Support the BBB Small Claims and Civil Advisors as needed to meet departmental objectives

Participate in trade shows and events by staffing the BBB’s booth and making presentations

Support other Mediation staff as needed, including BBB staff outside of the Mediation Department

Must be able to personally observe and listen to staff responding to consumers and businesses to ensure that they are professional and provide timely, accurate information

Able to track statistics and develop written reports; communicate by phone and in person
Benefits

Pay: $15.50 - $17.00 per hour

401(k)

Dental insurance

Flexible spending account

Health insurance

Life insurance

Paid time off

Vision insurance

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