Customer Service Intake Specialist

Job Responsibilities

POSITION DESCRIPTION: Customer Service Intake Specialist

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. The South Carolina Department of Consumer Affairs is taking applications now for an experienced, energetic, friendly Receptionist. The ideal candidate will be a reliable people-person who loves to communicate face to face and on the phone. Successful candidates must have excellent phone etiquette with a pleasant, professional speaking voice and the ability to multi-task.

Primary Purpose Of Your Role

The Customer Service Intake Specialist serves as the first point of contact for customers seeking Department assistance and responsible for welcoming visitors by greeting them in person or on the telephone. This position engages with customers daily to determine what services the agency can provide and direct the customer appropriately. Additional responsibilities include: maintaining agency security by following established procedures, monitoring the visitor logbook and issuing visitor badges when necessary; Gathering detailed, complaint specific information and supporting customers and agency staff by performing consumer complaint intake and processing functions to ensure quality customer service is provided.

Day-To-Day Activities: Under limited supervision of Consumer Services Director, incumbent will:

• Perform other duties as assigned.
• Ensure accurate and timely drafting of correspondence and related referral packages.
• Greet, screen, direct and refer office visitors and customers contacting the agency via a multi-line switchboard to the appropriate resource based on their needs.
• Conducts intake of consumer complaints, including reviewing the submission to determine if additional items are needed, identifying data meeting redaction requirements, scanning documents and accurately keying data.
• Open and close reception area daily.
• Maintain accurate record of visiting customers.
• Sort, open and distribute mail according to established mail procedures.
• Contribute to individual quality and productivity goals by meeting standards focused on fulfillment of organizational turnaround time expectations, accuracy and security.
• Promote a positive customer service mindset to surpass the expectations of our internal and external clients.

Minimum And Additional Requirements

• Excellent communication skills both verbal and written.
• 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.
• Exceptional data entry and keyboard experience.
• Ability to handle multi-line phone and multi-task.

Preferred Qualifications

• Exceptional attention to detail.
• Ability to learn, organize and present written information in a clear, concise and accurate manner.
• Proficiency with Microsoft Outlook, Excel and Word, as well as hardware devices such as scanners, copiers and fax machines.
• One (1) year of relevant experience;