Administrative Assistant I

State of Oklahoma•Oklahoma City, OK

1d•Onsite

About The Position

The Complaint Coordinator serves as the primary point of contact for consumer complaints involving licensed dealers, dismantlers, manufacturers, installers, retailers, and communities regulated by the Commission. This position is responsible for receiving, reviewing, tracking, and coordinating complaints from intake through resolution while ensuring compliance with Oklahoma laws, administrative rules, and Commission policies. At this level, employees are assigned routine duties and responsibilities. Employees will coordinate internal and external activities of the organization or program, respond to routine inquiries in both written and oral form, perform routine fiscal duties, and complete routine customer service requests from internal and external customers.

Requirements

Knowledge of spelling, punctuation, and business English.
Knowledge of business mathematics.
Knowledge of modern office methods and procedures.
Knowledge of the maintenance of complex records.
Knowledge of the major policies and procedures governing assigned programs.
Ability to establish and maintain effective working relationships with others.
Ability to perform confidential work and maintain confidentiality.
Ability to interpret and complete routine matters according to agency policies and procedures.
Ability to follow oral and written instructions.
A bachelor’s degree or four years of technical clerical, administrative, secretarial, or general office work; or an equivalent combination of education and experience.

Nice To Haves

Remain calm under pressure.
Communicate with empathy and professionalism.
Stay highly organized while managing multiple active cases.
Ensure every complaint is handled consistently, fairly, and in accordance with Oklahoma law.
Comfortable working with consumers who may be frustrated while maintaining neutrality and supporting the Commission's mission of protecting the public.

Responsibilities

Serve as the primary point of contact for customers with complaints, responding via phone, email, or in-person.
Document complaints in the complaint management system, capturing all relevant details (customer info, issue description, timeline).
Prioritize complaints based on urgency and severity, ensuring timely escalation when needed.
Receive, review, and process consumer complaints.
Determine Commission jurisdiction and request additional information when needed.
Maintain accurate complaint records and case files.
Assign and track complaints through the investigative process.
Communicate with consumers, licensees, investigators, and Commission staff.
Prepare complaint-related correspondence, reports, and closing letters.
Monitor case deadlines and maintain complaint statistics.
Ensure confidentiality and compliance with applicable laws and regulations.
Provide excellent customer service and assist with other administrative duties as assigned.
Coordinate internal and external activities of the organization or program.
Respond to routine inquiries in both written and oral form.
Perform routine fiscal duties.
Complete routine customer service requests from internal and external customers.