Mediator (Customer Service Representative IV)

The Office of the Attorney General is seeking to fill the position of a Customer Service Representative IV within the division of Public Education and Community Engagement (PEACE).

This is a professional position in which the ideal candidate possesses excellent written and verbal communication skills with a strong emphasis on Customer Service. Work involves interacting with consumers and businesses to resolve disputes and/or provide educational information.

Job Responsibilities:

1.       Reviews consumer complaints and emails then determines best course of action based on the issue.  Provides consumer with referrals for assistance or works the case.  Working the case involves investigating the case details, contacting business, following up with consumer and proposal an agreed upon resolution to the complaint whether monetary, replacement, and/or contract cancellation (among other things).  Enters case information into data management system.

2.      Responds to consumer calls providing assistance, guidance, or a referral, as needed, based on the circumstances.

3.      Reviews and analyzes consumer complaints to confirm consumer protection jurisdiction and ensure all necessary information has been provided.

4.      Promotes consumer awareness by providing information and written materials to help consumers avoid a scam or identify a scam.

Skills Needed:

1.  Excellent listening and communication skills (written and verbal)

2.  General office skills and experience in Microsoft Office programs with an emphasis on Microsoft Word

3.  Patience and Empathy – many times consumers are unhappy or frustrated by the time they reach our office.  A mediator will need to be understanding and appreciate the consumer’s emotion while remaining impartial to the situation.

4.  Multi-tasking/Fast-paced environment – possess the ability to handle multiple items at once and work in a fast-paced environment without becoming overwhelmed.

5.  Be a team player and possess a good work ethic.

Minimum Education/Experience:

High School Diploma or equivalent.

AND

Experience:

Five (5) to Seven (7) years of experience related to the above-described duties.