Contact Representative (Information Intake)

Responds to public inquiries by phone, email, mail, and other services, providing accurate, approved information on EEOC-enforced laws and processes. Gathers and documents key details for each inquiry in the Customer Relationship Management system, ensuring accuracy, completeness, and adherence to procedures. Conducts initial screening of allegations to assess timeliness, EEOC jurisdiction, and next steps. Makes correct referral decisions, directing callers to the proper EEOC Field Office or external federal, state, or local agencies when allegations do not fall under EEOC jurisdiction. Escalates time-sensitive or high-risk inquiries, including imminent filing deadlines or safety concerns, in accordance with procedures. Ensures all written correspondence, including email responses, is clear, accurate, and consistent with EEOC-approved language and knowledge-based guidance. Follows approved call flows, knowledge documents, and referral protocols to maintain consistency, call control, and high-quality customer service. Performs other duties that support the EEOC’s mission and IIG’s role in resolving most inquiries at first contact.