Complaints Manager

About the role

The South Carolina Department of Consumer Affairs (SCDCA) is the state’s consumer protection agency, established in 1974. SCDCA protects consumers from marketplace inequities through advocacy, mediation, enforcement, and education. The agency oversees more than 120 statutes and operates an award-winning complaint processing portal. The Legal Division is seeking a dependable, energetic self-starter with strong communication skills to provide excellent customer service to staff, consumers, and businesses.

Responsibilities

• Supervise complaint analysts and complaint support staff in the Legal Division
• Oversee quality control of complaint processing
• Take escalated and/or complex calls from consumers and businesses
• Assist complaint analysts in resolving escalated complaints
• Meet weekly with complaint analysts to discuss pending complaints and resolution strategies
• Review letters, memoranda, reports, and other communications to ensure they meet Department expectations
• Analyze complaint data to identify trends and areas for consumer education or potential enforcement actions
• Serve as a backup to provide information and assistance to consumers during walk-in interviews
• Confer with Department attorneys and investigators to determine violations and develop next steps
• Contribute to quality and productivity goals by meeting turnaround time expectations, accuracy, and security standards
• Perform other duties as assigned

Requirements

• A bachelor’s degree and relevant program experience or an associate’s degree with at least three years of relevant experience
• Excellent organizational and managerial skills, including planning, organizing, scheduling, supervising, and decision-making
• Ability to establish and maintain effective working relationships
• Strong verbal and written communication skills with staff, the public, and the business community
• Ability to work independently with professionalism, discretion, and sound judgment

Preferred Qualifications

• A juris doctorate from an ABA-approved law school or an associate’s degree in paralegal studies with at least three years of paralegal experience
• At least three years of supervisory experience