Consumer Complaint Specialist - Civil Enforcement Division; Salem

Position: Consumer Complaint Specialist - Civil Enforcement Division (Salem)
* Evaluates, analyze, research, processes consumer complaints and supporting documentation, including contracts, billing statements, financial records, correspondence, and other materials relevant to the consumer complaint.
* Checks the consumer and business information for completeness. Checks the database for any prior complaints about the business, and special handling instructions to determine the course of action.
* Composes correspondence to consumers and businesses. Research and draft case summaries, update reports and other communications
* Take appropriate steps to resolve consumer complaints by providing accurate and timely responses to questions posed by consumers and businesses.
* Serve as an intermediary on disagreements between consumers and businesses and assist them in reaching an acceptable resolution.
* Track pending responses from consumers and businesses and documents all communication to ensure timely progression of each complaint maintaining compliance with internal timelines and procedures.
* Document all written and verbal communication between the consumer complaint specialist, consumer, business or responsible party using the current complaint management system and Microsoft Office Suite applications including Outlook, Word & Excel.
* Determine when it is appropriate to close an assigned consumer complaint.  An appropriate “closing code” and activity note will be entered in the complaint management database.
* Supports the volunteer program by filling in for the Volunteer Coordinator when unavailable. Provides technical support and answers questions from volunteers.  The Consumer Complaint Specialist of the day backs up the volunteer coordinator fir extended leaves and lunch time coverage and also answers the hotline.
* Other duties as assigned.

- Three years of experience performing public contact and/or customer service duties comparable to the work of a Public Service Representative.
* * At least two years of this experience must include dealing with the public in-person or by phone providing information about services and programs; explaining rules, programs, and procedures; and/or providing assistance, explaining requirements, and gaining compliance.
** Experience relaying technical information to the public.
* Skill working in and helping to maintain a database of information.
* Ability to manage high levels of ambiguity and create clarity.
* Experience managing multiple tasks and deadlines and ability to independently prioritize and manage workload
* Possess excellent analytical, communication, and organizational skills.
* Ability to work collaboratively as part of a cross-functional team.
* Experience evaluating complaints and/or identifying when a referral is appropriate.
* Work/life balance to include 11 paid holidays a year, vacation, sick leave, personal business leave, and a .
* Permanent, full-time employment in Salem, Oregon.
* A workplace where individual contribution matters and is recognized; and where creativity and accomplishment are rewarded.
* Opportunity to expand your government auditing and data analysis skills.
* Endless peer and management support, and representation by the Service Employees International Union (SEIU).
* Click "Apply" and complete the online application and all supplemental questions.
* Attach your resume.
* Attach your cover letter (1-2 pages), specifically addressing how you meet the qualifications for this position.
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