Complaint Analyst

Job Responsibilities

OUR MISSION AND VALUES

The South Carolina Department of Consumer Affairs is the state’s consumer protection agency. Established in 1974, SCDCA is charged with protecting consumers from inequities in the marketplace through advocacy, mediation, enforcement and education. With an unrivaled complaint processing portal, an award-winning communications staff and a unit dedicated specifically to assisting identity theft and scam victims, SCDCA offers invaluable services to every citizen in SC. We’re looking for a dependable, energetic, self-starter with good communication skills to join our agency in providing excellent customer service for staff, consumers and businesses in our Consumer Services Division.

PRIMARY PURPOSE OF YOUR ROLE

• Do you have a customer service or call center background? Do you enjoy assisting others? If so, the Department of Consumer Affairs has the position for you. The Complaint Analyst is responsible for assisting in the review of the approximately 4,000 new consumer complaints received annually. The successful candidate will be responsible for ensuring a complaint is referred, processed, analyzed and closed as per division guidelines.

Day-To-Day Activities:

• Complaint Processing & File Maintenance: Review, analyze, and process consumer complaints in accordance with Division guidelines. Responsible for ensuring all information needed to process the complaint has been received. Ensure the follow up process with consumers and businesses is completed as outlined in the division policies and procedures. Ensure that any information/correspondences regarding the complaints are saved to the supporting documents folder and updated within the online complaint system. Process business responses to complaints in accordance with Division guidelines.
• Customer Service Support - Assist with general inquiries from consumers and businesses by phone or in person. Ensure accurate information is provided and calls/voicemails are returned according to Division guidelines. Document all calls for reporting and auditing purposes. Assist with front desk coverage as needed.
• Administrative Duties and Reporting: Review division reports provided by the complaints supervisor and take required action as dictated is Division guidelines and internal policies and procedures. Complete the mailing of daily batch letters. Complete all necessary tasks and processes detailed in Division policies and procedures, Ensure files are maintained and actions taken promptly to ensure complaints are resolved within the accountability target set for the Division.
• Other Duties as Assigned: Perform related duties as requests by the Services Director and/or Complaint Supervisor.

Minimum and Additional Requirements

• Excellent communication skills both verbal and written.
• Exceptional data entry and keyboard experience.
• Ability to handle multi-line phone and multi-task.
• Must be extremely adaptable and able to follow a task or directive through, despite unfamiliarity with task at hand.
• Professional demeanor and attitude including dress, timeliness, and dependability.
• Must be able to interact with people from diverse backgrounds and deal courteously with the general public and staff.
• Independent decision making and discretion are essential requirements.
• The physical demands for the essential functions of this position include sitting or standing at a desk for extended periods and working on a computer.

Preferred Qualifications

• A bachelor’s degree and one (1) year of related experience or high school degree or GED and five (5) years of related experience or any equivalent combination of education, training and;
• Ability to learn, organize and present written information in a clear, concise and accurate manner.
• Exceptional attention to detail.
• Proficiency with Microsoft Outlook, Excel, and Word, as well as hardware devices such as scanners, copiers and fax machines.
• Ability to exercise judgment and discretion in directing customers to both internal and external contacts.
• Strong customer service skills.
• Have a high tolerance for irate customers.