Mediator in Ibstock

Are 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.

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

• 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).