Call Center Complaint Intake Specialist

Pueblo Community College; Denver (CO); On-site; USD 42,000 - 54,000; Full time

Job summary

Office of the Attorney General in Colorado seeks a Complaint Intake Coordinator to support the Consumer Engagement and Data Services Unit. The role focuses on managing high volumes of calls, performing initial intake and data entry of consumer complaints, and delivering accurate, timely responses to inquiries.

The position emphasizes strong judgment, empathy, and the ability to work within a collaborative team to impact Coloradans.

Qualifications

• Three (3) years of experience in customer service, administrative support, or clerical support. One year of inbound/outbound calls as a primary function.
• Education substitution allowed: an associate or bachelor’s degree may substitute for the required experience on a year-for-year basis; however, one year of call experience remains required.

Responsibilities

• Handle large volumes of inbound and outbound calls on behalf of the Colorado Department of Law’s Consumer Engagement unit.
• Determine next steps for caller issues and whether referrals or escalations are needed.
• Conduct initial intake, data entry of complaints, and respond with detailed, custom correspondence addressing consumer issues.
• Gather data to support investigations, education, outreach, and policy decisions.
• Develop and maintain call center resource guides and track call data for reporting and program decisions.

Skills

Customer service

Call center operations

Data entry

Communication skills

Bilingual (Spanish)

Education

Associate or Bachelor’s degree in business/public administration/English/sociology/psychology/communication

Tools

Microsoft SharePoint

Microsoft Teams

Salesforce

Job description

Office of the Attorney General in Colorado seeks a Complaint Intake Coordinator to support the Consumer Engagement and Data Services Unit. The role focuses on managing high volumes of calls, performing initial intake and data entry of consumer complaints, and delivering accurate, timely responses to inquiries.

The position emphasizes strong judgment, empathy, and the ability to work within a collaborative team to impact Coloradans.