Customer Service Intake Specialist
: Job Details :

Salary: $30,700.00 - $39,900.00 AnnuallyLocation : Richland County, SCJob Type: FTE - Full-TimeJob Number: 20250805Agency: Department of Consumer AffairsDivision: ServicesOpening Date: 08/05/2025Closing Date: 8/17/2025 11:59 PM EasternClass Code:: AA50Position Number:: 60026348Normal Work Schedule:: Monday - Friday (8:30 - 5:00)Pay Grade: GEN04Hiring Range - Min.: $35,000.00Hiring Range - Max.: $38,500.00Opening Date: 08/05/2025EEO Statement: Equal Opportunity EmployerAgency Specific Application Procedures:: All applicants must apply via careers.sc.gov. Failure to provide detailed and complete information will result in your application not being referred.Veteran Preference Statement: South Carolina is making our Veterans a priority for employment in state agencies and institutions. Job ResponsibilitiesOUR MISSION AND VALUESThe 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 limited supervision of Consumer Services Director, incumbent will: 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: Perform 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 and Additional Requirements MINIMUM REQUIREMENTSA high school diploma. Related clerical experience may be substituted for a high school diploma.ADDITIONAL REQUIREMENTSExcellent 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.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 EmployeesThe state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies. Insurance BenefitsEligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses. Retirement BenefitsState employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options. Workplace BenefitsState employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and 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.01 Are you willing to accept a position with a salary between $35,000 and $38,500? Yes No 02 Please describe your experience level with Microsoft Excel and Word. 03 Have you ever worked a multi-line switchboard? Yes No 04 If you answered Yes to supplemental question #3, please provide details of your experience below. 05 What is your approach to handling difficult customers? Required Question