Complaint Coordinator

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.

Requirements

Four years of technical clerical office work or an equivalent combination of education and experience.

Nice To Haves

Ability to remain calm under pressure.
Ability to communicate with empathy and professionalism.
Highly organized while managing multiple active cases.
Ability to 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.