Customer Service Intake Specialist

State of South Carolina; Columbia (SC); On-site; USD 35,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Retirement plan

Paid vacation

Sick leave

Telecommuting

Flexible schedules

Job summary

The South Carolina Department of Consumer Affairs is seeking a reliable Customer Service Intake Specialist to welcome visitors and answer calls. You will assess customer needs and route them to the right team, delivering friendly, accurate service in a busy environment.

Responsibilities include handling the agency's multi-line phone system, processing complaint intake, data entry, FOIA tasks, and supporting administrative duties while maintaining security and timely responses to inquiries.

Qualifications

• High school diploma required.
• Excellent verbal and written communication.
• Strong data entry and keyboarding abilities.
• Ability to handle multi-line phones and multitask.
• Professional demeanor and dependability.
• Ability to interact with people from diverse backgrounds.
• Strong organizational and time-management skills.

Responsibilities

• Answer multi-line switchboard for the Agency and direct calls.
• Process intake of consumer complaints and draft referral packages.
• Perform daily administrative duties including scanning and FOIA data work.
• Monitor division email box and distribute correspondence to appropriate person.
• Promote positive customer service and meet turnaround time and security standards.
• Assist with data entry of complaints into the online system.

Skills

Excellent communication

Data entry

Multitasking

Professional demeanor

Education

High school diploma

Tools

Microsoft Outlook

Excel

Word

Scanners/Copiers/Fax

Job description

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.

Job Responsibilities

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

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 directs the customer appropriately.

Day-To-Day Activities

• Phones and Reporting: Answers multi-line switchboard for the Agency. Screens, directs, and refers incoming telephone calls. Maintaining accurate record of visiting customers. Tracking calls for monthly productivity reports.
• Complaint Intake and Referral Processing: 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. Ensure accurate and timely drafting of correspondence and related referral packages.
• Administrative Duties: Performs daily administrative duties such as scanning. Acts as backup for entering complaints into the online complaint system. Assists with data review and redaction related to Freedom of Information request (FOIA). Additional responsibilities include maintaining agency security by following established procedures, monitoring the visitor logbook and issuing visitor badges when necessary.
• Processing Agency Mail and Monitoring Division email box: Sort, open and distribute mail according to established mail procedures. Responsible for monitoring the division’s document email box and directing emails from external contacts to appropriate person for review.
• Other: Promote a positive customer service mindset to surpass the expectations of our internal and external clients. Contribute to individual quality and productivity goals by meeting standards focused on fulfillment of organizational turnaround time expectations, accuracy and security. Perform other duties as assigned.

Minimum Requirements

A high school diploma. Related clerical experience may be substituted for a high school diploma.

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.
• Ability to effectively manage multiple responsibilities and tasks simultaneously, requiring strong organization, prioritization, time management, and focus.
• Handle high volumes of work, meeting tight deadlines, and smoothly transitioning between different duties.
• 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

• One (1) year of relevant experience.
• 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.

Benefits For State Employees

• health and dental insurance
• retirement and savings plan options
• paid vacation and sick leave
• telecommuting
• flexible work schedules

Insurance Benefits

• health insurance (includes prescription coverage and wellness benefits)
• dental
• vision
• term life insurance
• long term disability
• flexible spending accounts for health and child care expenses

Retirement Benefits

• defined benefit and defined contribution plans
• South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options

Workplace Benefits

• tuition assistance
• holiday, annual and sick leave
• discounts on purchases, travel and more

Note

The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.

Salary

Salary between $35,000 and $39,000.