Summary:

The Customer Support Representative will assist in processing consumer complaints and provide support to the team with various assigned tasks. This role includes offering customer service to both consumers and businesses, addressing complaints, providing general information from the database, and referring inquiries to the appropriate agencies. The assistant will maintain consistent communication with all parties involved, update records, and refer relevant complaints to other agencies as necessary.

Key Responsibilities:

Process Incoming Complaints:

Evaluate all incoming complaints to ensure they are correctly placed into existing case files or new files are created as needed.
Transfer complaints outside of the assigned area to the appropriate office.
Request supporting documentation as needed.
Ensure all notes and supporting documents are accurately uploaded into case files.

Maintain Open Lines of Communication:

Respond to all inquiries and requests within designated time frames.
Engage in consistent, timely correspondence with parties via phone, email, mail, or internal system.
Ensure all requests are processed within allotted time frames.

Assist Callers:

Provide updates on complaint statuses to involved parties.
Offer assistance to consumers with inquiries related to their complaints.
Provide requested information from the database or reports.
Make appropriate referrals to other agencies when needed.
Provide instructions on how to file a complaint.

Update Records:

Update records with accurate contact and background information for businesses, especially during the returned mail process or when new information is obtained.

Manage Difficult or Emotional Situations: