Department of Administrative Services

Consumer Information Representative (2035AR)

$28.08-$35.58 Hourly / $2,246.75-$2,846.33 BiWeekly /
$58,640.18-$74,289.21 Yearly


PURPOSE OF JOB CLASS (NATURE OF WORK)

In a state agency, this class is accountable for independently performing a full range of tasks in investigating, negotiating, mediating or researching consumer complaints or responding to consumer requests for technical assistance.

GUIDELINES FOR JOB CLASS USE

This class is intended for use when the level of complexity warrants. Incumbents must have the ability to respond to a wide variety of technical questions or complaints requiring research or investigation or must respond to highly complex inquiries in a specific area, relieving higher-level staff of this responsibility.

SUPERVISION RECEIVED

Works under the general supervision of a Lead Consumer Information Representative or other employee of higher grade.

SUPERVISION EXERCISED

May supervise clerical staff or other staff as required.

EXAMPLES OF DUTIES

Receives consumer complaints and inquiries by phone, in writing and in person; independently investigates complaints or conducts research in response to inquiry, determines proper course of action or referral; provides technical assistance and responds to technical consumer inquiries; contacts individuals and companies by phone or in writing to notify them of complaint and request information relating to consumer's problem; reviews applicable statutes, regulations and previous decisions of agency to determine whether violations may have occurred or to determine appropriate action to be taken; provides consumer with all pertinent information and advises consumer about available courses of action or informs utility company, landlord or business of corrective action to be taken; keeps records and writes reports; may negotiate or mediate between parties; may prepare reports for and participate in hearings; may draft cease and desist orders; performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

Knowledge of functions of regulatory agencies and other sources of consumer assistance; interpersonal skills; oral and written communication skills; skill in conducting investigations or research; ability to make appropriate referrals; ability to gather information from consumers and assistance resources; ability to interpret and apply laws and regulations relating to consumer complaints or technical inquiries, ability to utilize computer software.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

  1. College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
  2. A Master's degree in a closely related field may be substituted for one (1) additional year of the General Experience.

JOB CLASS DESIGNATION

Classified/Competitive

OCCUPATIONAL GROUP

(14)-Inspection-Investigation

BARGAINING UNIT

(16)-ADMIN & RESID (P-5)

EEO

(2)-Professional

SALARY INFORMATION

AR 20

CANCELLATION CLAUSE

This replaces the existing specification for the class of Consumer Information Representative in Salary Group AR 20 approved effective August 20, 2004. (2012 SCOPE Review)

EFFECTIVE DATE

2/15/2012

CLASS: 2035AR; EST: 1/26/1979; REV: 2/15/2012;