Job Description
Position Description Job Title:
Part-time Small Claims/Civil Limited Advisor Reports to: Manager of Mediation Services Classification:
Non Exempt Location:
Fresno County Compensation Range:
$19.00- $22.00/ Hourly Purpose:
To provide excellent customer service by responding timely and professionally to parties who call or come in requesting information/advise on; Small Claims, Landlord -Tenant, Consumer Credit and Protection, Personal Injury, Property Damage, Civil Harassment, and Elder Abuse, Restraining Orders, Name Changes, Emancipations, mediation services, and ADR services. 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, serving customers in 11 counties of Central California and Southern California by providing reliability reports 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. Contribute to excellent customer service by providing accurate information in person, over the phone, and via email. In English and Spanish. 2. Provide general information on rights and Small Claims, Landlord -Tenant, Consumer Credit and Protection, Personal Injury, Property Damage, Civil Harassment, and Elder Abuse, Restraining Orders, Name Changes, Emancipations, mediation services, and ADR services. 3. Assist with review of how to prepare and file Judicial Council forms properly. 4. Explain procedures relevant to the designated documents to be filed with Court. 5. Provide detailed instructions on where to file and serve a petition, the conduct of hearings, and the service of order after hearing. 6. Maintain neutrality when dealing with parties. 7. Make referrals to government and social service agencies. 8. Review all intake forms. 9. Responsible for keeping daily walk-in and phone log accurate. 10. Responsible for inputting calls and emails, including phone messages, into Excel. 11. Responsible for drafting monthly reports to be reviewed by the Manager. 12. May be responsible for circulating monthly reports after approval to the Court. 13. Work professionally with all court and BBB staff. 14. Contribute and/or participate in training as needed. Supportive duties and responsibilities:
1. Support other staff as needed, including staff outside of the Small Claims Advisor department. Education/Experience 1. Minimum 2 years of college; or equivalent in education and experience 2. Minimum 2 years of experience in customer service that involves problem- solving and/or dispute resolution/grievances. 3. Paralegal, legal secretary, law student, or a person experienced in similar duties. 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 despite 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. Confidentiality:
Handle all confidential issues appropriately; do not share with others who do not need to know. 10. Integrity:
Demonstrates trustworthiness. 11. Detailed - In every form and answer, be as clear, honest, ethically, and detailed as possible. Qualifications 1. Bilingual (Spanish, preferred but not required) 2. Computer literate MS Office products (Excel and Word) 3. Basic writing skills 4. CA drivers license and reliable transportation 5. Meet California Code for Small Claims Advisor 6. Pass a BBB background check and Live Scan by the court Physical Requirements Must be able to listen and provide assistance to consumers in person, or by phone, in addition to email, and then analyze and respond professionally when providing instructions to the consumer. Proficient written and verbal communication skills are needed by phone, in person, and via email. Must be able to enter data, write reports. Some lifting, bending, stooping, stretching, and reaching as is necessary to move supplies, files, and materials. Job Type:
Part-time Pay:
$19.00 - $22.00 per hour Work Location:
In person Job Type:
Part-time Pay:
$19.00 - $22.00 per hour Work Location:
In person
