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

• Manage the dispute process for several clients, while being knowledgeable on their specific policies and procedures
• Exercise due diligence, critical thinking, basic math, and negotiation skills to determine the appropriate action to resolve open disputes
• Facilitate clear and timely communication with buyers and sellers to establish clear expectations and ensure understanding and overall satisfaction
• Empathize and de-escalate high stress situations
• 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

• Case Management: Strengthen relationships with our sellers and understand their evolving policies and procedures.
• Long-Range Planning: Maintain a future focus to determine what direction to take and how to use resources appropriately to achieve optimal resolution.
• Balanced Decision Making: The ability to be objective and to fairly evaluate the different aspects of a situation and to create win/win solutions.
• 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.
• 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

• Bachelor’s degree required
• Basic mediation trained or equivalent course work
• Excellent verbal and written communication, problem solving skills, and the ability to make decisions based on sound reasoning
• Results oriented with ability to self-manage, while contributing to a positive work environment
• 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
• Experience in using web-based applications, including Microsoft Office; proficiency in Excel
• A solid understanding of basic math and accounting
• Strong time management and organizational skills
• Excellent problem resolution, persuasion, and customer service skills
• A desire to begin a career in dispute resolution

PREFERRED QUALIFICATIONS

• Prior working experience in de-escalating high-stress situations
• Knowledge of retail, liquidation, and wholesale principles, methods, practices and techniques
• Online auction or ecommerce experience is very helpful
• Prior working experience with a related field such as mobile sales and returns or shipping claims
• Professional proficiency in a second language

EMPLOYEE BENEFITS

• Competitive compensation packages including bonus and options
• Medical, dental, and vision benefits
• Matching 401(K)
• Paid time off
• Telecommuting and remote-work options
• Support for continuing education
• Team off-sites, social events, annual company events, and frequent extracurricular activities
• Unlimited snacks and drinks (in office)