Complaint Analyst

Complaint Analyst

Salary

$37,944.00 - $60,690.00 Annually

Location

Richland County, SC

Job Type

FTE - Full-Time

Job Number

20260901

Agency

Department of Consumer Affairs

Division

Services

Opening Date

09/01/2026

Closing Date

9/8/2026 11:59 PM Eastern

Class Code:

AH30

Position Number:

60026530

Normal Work Schedule:

Monday - Friday (8:30 - 5:00)

Pay Grade

GEN06

Hiring Range - Min.

$37,944.00

Hiring Range - Max.

$42,000.00

EEO Statement

Equal Opportunity Employer

Agency 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.

• Description
• Benefits
• Questions

Job Responsibilities

OUR MISSION AND VALUES

The 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

Do you have a customer service or call center background? Do you enjoy assisting others? If so, the Department of Consumer Affairs has the position for you. The Complaint Analyst is responsible for assisting in the review of the approximately 4,000 new consumer complaints received annually. The successful candidate will be responsible for ensuring a complaint is referred, processed, analyzed and closed as per division guidelines.

Day-To-Day Activities:

• Complaint Processing & File Maintenance: Review, analyze, and process consumer complaints in accordance with Division guidelines. Responsible for ensuring all information needed to process the complaint has been received. Ensure the follow up process with consumers and businesses is completed as outlined in the division policies and procedures. Ensure that any information/correspondences regarding the complaints are saved to the supporting documents folder and updated within the online complaint system. Process business responses to complaints in accordance with Division guidelines.
• Customer Service Support - Assist with general inquiries from consumers and businesses by phone or in person. Ensure accurate information is provided and calls/voicemails are returned according to Division guidelines. Document all calls for reporting and auditing purposes. Assist with front desk coverage as needed.
• Administrative Duties and Reporting: Review division reports provided by the complaints supervisor and take required action as dictated is Division guidelines and internal policies and procedures. Complete the mailing of daily batch letters. Complete all necessary tasks and processes detailed in Division policies and procedures, Ensure files are maintained and actions taken promptly to ensure complaints are resolved within the accountability target set for the Division.
• Other Duties as Assigned: Perform related duties as requests by the Services Director and/or Complaint Supervisor.

Minimum and Additional Requirements

MINIMUM REQUIREMENTS

A high school diploma and relevant program experience. A bachelors degree may be substituted for the required program experience.

ADDITIONAL REQUIREMENTS

• Excellent 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.
• Independent decision making and discretion are essential requirements.
• 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

• A bachelor's degree and one (1) year of related experience; or high school degree or GED and five (5) years of related experience or any equivalent combination of education, training and;
• 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 Employees

The 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 Benefits

Eligible 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 Benefits

State 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 Benefits

State 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 salary between $37,944 to $42,000?

• Yes
• No

02

Do you have a working knowledge of Microsoft Excel and Word?

• Yes
• No

03

How do you ensure quality of your work when under a time constrain

04

How do you prioritize work projects?

05

What do you consider to be a stressful situation in the workplace?

06

Do you have at least a high school diploma and relevant program experience or, alternatively, a bachelors degree?

• Yes
• No

Required Question

Employer State of South Carolina

Agency Department of Consumer Affairs Address 293 Greystone Boulevard, Suite 400

P.O. Box 5757

Columbia, South Carolina, 29250-5757

Phone 803-734-4261

The language used in this document does not create an employment contract between the employee and the agency. This document does not create any contractual rights or entitlements. The agency reserves the right to revise the content of this document, in whole or in part. No promises or assurances, whether written or oral, which are contrary to or inconsistent with the terms of this paragraph create any contract of employment.