Job description

Position Description

Job Title: Mediator
Reports to: Manager of Mediation Services
Classification: Non Exempt
Location: Tulare 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. This is not a contract for employment.

Essential Duties and Responsibilities:

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

2. Accurately respond to inquirers regarding 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 (strong attention to detail is required).

6. Provide mediation services in court, via Zoom and telephonically for Small
Claims, Unlawful Detainer, Civil Harassment, Family Law, Elder Abuse, 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 (as needed).

8. Write (type) clear, concise, and professional 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, accurate and efficient manner.
11. Contribute to overall office efficiency by processing mail, email, filing, copying, faxing, scanning, inputting data, etc.
12. Assist the Manager of Mediation Services in promoting, gathering information, and coordination of programs.
13. Contribute to and/or participate in mediation or other 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, Paralegal Studies 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 professional, competent, efficient manner; personable without being overly friendly and talkative; focused.

2. Communication skills: Clearly and transpartently 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; accurately 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: Must have integrity in the workplace. Must have upstanding character traits and work ethics including sound judgement, honesty, dependability, and loyalty. Integrity is doing the right thing (through your words, actions and beliefs) when no one is watching.

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) and Google Suite.
3. Basic writing skills.
4. Type 50 wpm.
5. 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 electronically 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 consumers and businesses and ensure that responses are professional in addition to providing timely, accurate information. Able to track statistics and develop written reports; communicate by phone, email and in person.
Must be able to enter data, write reports, type settlement agreements and have strong attention to detail. Some lifting, bending, stooping, stretching, and reaching as needed to move supplies, files, and materials.

Working Remotely

This position offers an opportunity to work “remotely” upon request and at the sole discretion of Director of Mediation Services and will be determined by tasks and activities, not occupations. Further, working remotely is dependent on meeting requirements of equipment and services. An evaluation will be done prior to offering the opportunity to work remotely.

Job Type: Full-time

Pay: $16.50 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 8 hour shift

Work Location: In person

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