TERM-LIMITED: Complaint Intake Coordinator - (Technician III, Call Center)

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

Eligibility

This position is open only to Colorado state residents.

Find a rewarding career making a difference: Join the Office of the Attorney General!

The Complaint Intake Coordinator in the Consumer Engagement and Data Services Unit serves in a critical role assisting residents of Colorado. This position serves as the primary contact for consumers and has a critical role in conducting intake of complaints. This position is perfect for someone who enjoys new challenges in their role and thrives on their strong judgement and decision-making skills. This position is perfect for an empathetic individual who wants to be part of a collaborative team that will impact the lives of Coloradans!

WHO WE ARE

The Office of the Attorney General/Department of Law is the "People's Lawyer." The Attorney General, Phil Weiser, was elected by the people of Colorado and is the State's chief lawyer and law enforcement official. Our vision for the Department of Law is: "Together, we serve Colorado and its people, advancing the rule of law, protecting our democracy and promoting justice for all." Our core values and commitment to diversity, equity, and inclusion, drive our actions and demonstrate our focus on being principled public servants who are innovative and better together.

POSITION SUMMARY

This position is a term-limited position anticipated to last approximately 9 months.

The Complaint Intake Coordinator primarily handles the call center operations on behalf of the Consumer Engagement and Data Services Unit. Main responsibilities include managing large amounts of inbound and outbound calls in a timely manner while creating a positive experience for each caller. The Complaint Intake Coordinator determines caller issues and concerns, addresses and provides accurate responses and referrals to inquiries and research potential answers for emerging issues. The Complaint Intake Coordinator also conducts the initial intake, scanning, and data entry of digital and mail-based consumer complaints and responds to consumer complaints by writing detailed, custom correspondence that addresses consumer issues. The Complaint Intake Coordinator researches and collects data to support investigations, education and outreach efforts, and policy decisions while maintaining call center resource guides.

WHAT YOU WILL DO

Job duties include, but are not limited to, the following:

Call Center Operations

• Handle the large amount of daily inbound and outbound calls received through the Colorado Consumer Hotline and other telephonic channels on behalf of the Department of Law (DOL)
• Decide the next steps in assisting callers, such as deciding who to refer a call to within or outside of the DOL
• Determine whether a call warrants further review or investigation and escalates those issues to the work lead position
• Conduct the initial intake, scanning, and data entry of digital and mail-based consumer complaints and responds to consumer complaints by writing detailed, custom correspondence that addresses consumer issues
• Recommend important and relevant call center topics to recommend for inclusion in the call center resource guide while ensuring the resource guide is up-to-date, void of errors, and written in a clear and concise manner
• Collect call tracking data, such as total number of calls, call types, and other relevant call information to be used for investigative purposes, consumer outreach functions, and policy decisions

Complaint Intake and Data Management

• Gather and distribute unit mail while conducting the initial intake of written complaints received by the Unit
• Develop complex written communication on behalf of the DOL while providing substantive information in response to public inquiries and communicates with the supervisor and other programmatic supervisors regarding significant complaint trends and complaints needing immediate attention (e.g., potential case issues, whistle blower complaints, high visibility cases, claims impacting the DOL, etc.)
• Identify complaints related to entities under investigation and entities subject to pending or existing litigation while tracking specialise fraud topics required for review

This recruitment may be used to fill other Term-Limited positions within the Department of Law.

Salary note: Although a salary range is listed, salary will be set commensurate with the successful candidate's qualifications and in compliance with the Equal Pay for Equal Work Act. Salary will be paid on a biweekly basis.

WHAT WE ARE LOOKING FOR

Residency Requirement

This posting is only open to residents of the State of Colorado at the time of submitting your application.

Class Code & Classification Description

H4M3XX Technician III

Minimum Qualifications and Substitutions

Experience Only:

• Three (3) years of experience in customer service, administrative support, or clerical support. Of the three years of experience, one (1) year must include managing incoming or outgoing calls as a primary function of the job.

Or

Education and Experience:

• An associate or bachelor’s degree from an accredited college or university in business, public administration, English, sociology, psychology, communication, or a closely related field may substitute for the required experience on a year-for-year basis. However, the one (1) year of experience managing incoming or outgoing calls as a primary job function remains required and cannot be substituted with education.

If you are qualifying under the Education and Experience option listed above, you must submit a copy of your transcripts at the time of application. Unofficial transcripts are acceptable.

Note: Candidates possessing a foreign degree must submit a translation (evaluation) of their degree from an accredited institution, such as The National Association of Credential Evaluations Services in order to be given credit for the degree.

Preferred Qualifications

• Previous experience working for the State of Colorado
• Previous experience working in high volume call center answering inbound calls
• Experience beyond the required three years conducting complaint intake of complex issues
• Experience conducting methodical and systematic collection of data, gathering vast and diverse amounts of information
• Data management experience that requires adhering to strict data quality and data integrity processes
• Engaging in extensive research
• Experience in conducting document review for investigative and analytical purposesBilingual skills to interact with Spanish-speaking consumers calling or writing for assistance, such as reviewing and translating consumer complaints and writing appropriate responses in Spanish
• Familiar with Microsoft SharePoint and Teams.
• Familiar with Salesforce software
• Experience with handling confidential information

Required Competencies

• Demonstrated accurate data entry skills
• Demonstrated customer service skills
• General computer skills and knowledge of MS Office (Microsoft Excel, Word, and Outlook)
• Must be detail oriented and have strong verbal and written communication skills
• Demonstrate strong critical thinking skills
• Ability to multitask and prioritize job duties

Conditions of Employment

• Applicants must pass a thorough background investigation prior to appointment.
• Colorado Department of Law participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
• This position offers flexible work arrangements. Flexible work arrangements may change at any time based on business needs.

The Office of the Attorney General offers challenging, interesting, and meaningful work. We are an equal opportunity employer and believe that a diverse workforce adds quality and perspective to the services we provide to the public. Candidates with diverse qualities and backgrounds are encouraged to apply.

Assessment Information

Colorado Revised Statutes require that all state employees be hired and promoted through comparative analysis of merit and fitness. Upon meeting the minimum qualifications, the next phase of the process is typically a structured application/resume review by a panel of subject matter experts against the job duties and/or preferred qualifications in this job announcement to determine technical competence, depth and breadth of experience and potential job fit.

• Technical Competence – Technical experience as it relates to the duties outlined in this job announcement.
• Depth and Breadth of Experience – Experience that covers multiple areas outlined in this job announcement and demonstrates the level of responsibility assigned.
• Job Fit – Experience will be evaluated to determine how well experience aligns with and meets the business needs of this position. Current experience is preferred.

It is imperative that the “Work Experience” section of your application is complete and specifically addresses