Colorado Complaint Intake Specialist

State of Colorado; Denver (CO); On-site; USD 42,000 - 56,000; Full time

Job summary

The State of Colorado Office of the Attorney General seeks a Complaint Intake Coordinator in the Consumer Engagement and Data Services Unit. This role handles call center operations, intake of consumer complaints, and data entry, delivering accurate responses and referrals while researching issues for investigations and policy decisions.

The position emphasizes strong judgment, empathy, and collaboration, with flexible work arrangements and a focus on serving Colorado residents.

Qualifications

• Three (3) years of experience in customer service, administrative support, or clerical support.
• One (1) year must include managing incoming or outgoing calls as a primary function.
• An associate or bachelor’s degree may substitute for the required experience on a year-for-year basis; however, the one year of call handling cannot be substituted.
• If qualifying under Education option, submit transcripts; foreign degrees require translation/evaluation.
• Preferred qualifications include experience with state government, high-volume call centers, data management, and bilingual abilities.

Responsibilities

• Handle large volumes of inbound and outbound calls via the Colorado Consumer Hotline and other channels.
• Determine next steps and referrals for callers within or outside the Department of Law.
• Escalate issues needing review or investigation to the work lead.
• Conduct initial intake, data entry of complaints, and write detailed correspondence addressing issues.
• Collect call tracking data for investigations, outreach, and policy decisions.
• Gather and distribute unit mail and respond to public inquiries with substantive information.

Skills

Customer service

Communication

Data entry

Education

Associate or bachelor’s degree

Education substitution for experience

Tools

SharePoint

Teams

Salesforce

Job description

The State of Colorado Office of the Attorney General seeks a Complaint Intake Coordinator in the Consumer Engagement and Data Services Unit. This role handles call center operations, intake of consumer complaints, and data entry, delivering accurate responses and referrals while researching issues for investigations and policy decisions.

The position emphasizes strong judgment, empathy, and collaboration, with flexible work arrangements and a focus on serving Colorado residents.