Customer Service Intake Specialist

State of South Carolina; South Carolina; On-site; USD 32,000 - 42,000; Full time

Job summary

The South Carolina Department of Consumer Affairs is seeking a Customer Service Intake Specialist to serve as the first point of contact for customers seeking agency assistance. You will welcome visitors in person or on the telephone and determine services the agency can provide, directing customers appropriately.

Responsibilities include answering a multi-line phone system, processing consumer complaints intake, performing administrative tasks, monitoring mail and emails, and maintaining a

Qualifications

• A high school diploma; related clerical experience may substitute for a diploma.
• Excellent communication skills both verbal and written.
• Exceptional data entry and keyboard experience.
• Ability to handle multi-line phone and multi-task.
• Professional demeanor and dependable work habits.
• Ability to interact with people from diverse backgrounds and provide courteous service.
• Strong organization, prioritization, time management, and focus.
• Ability to manage high volumes of work and meet deadlines.
• Ability to learn, organize and present written information clearly.
• Exceptional attention to detail.

Responsibilities

• Phones and Reporting: Answers multi-line switchboard and directs calls; maintain visitor records.
• Complaint Intake and Referral Processing: Conduct intake, request missing items, redact data, draft referrals.
• Administrative Duties: Scan documents; backup data entry; FOIA redaction support.
• Processing Agency Mail and Monitoring Division email: Sort/open mail and route emails to staff.
• Other: Promote a positive customer service mindset and support productivity goals.

Skills

Excellent communication

Data entry

Multi-line phone

multitasking

Professional demeanor

Customer service

Ability to work with diverse people

Judgment and discretion

Time management

Education

High school diploma

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

Scanners

Copiers

Fax machines

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. 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 direct the customer appropriately.

Day-To-Day Activities:

Under the limited supervision of the Consumer Services Director, the incumbent perform the following job functions:

• 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. Act as backup for entering complaints into the online complaint system. Assist 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 divisions 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.

• 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.