In a state agency, this class is accountable for acting as a working supervisor for Consumer Information Representatives engaged in investigating, mediating or researching consumer complaints or inquiries.
Receives general direction from an employee of higher grade.
Leads Consumer Information Representatives and other personnel as assigned.
EXAMPLES OF DUTIES
Coordinates consumer information workflow; determines priorities; assigns and reviews work; establishes and maintains consumer information procedures; provides staff training and assistance; conducts or assists in conducting performance evaluations; acts as liaison with other operating units, agencies and outside officials regarding unit policies and procedures; handles more difficult consumer complaints, investigations and inquiries; researches and compiles statistics for presentation at regulation making hearings; performs related duties as required.
KNOWLEDGE, SKILL AND ABILITY
Considerable knowledge of functions of regulating agencies and other sources of consumer assistance; considerable interpersonal skills; oral and written communication skills; considerable ability to interpret and apply laws and regulations relating to consumer complaints or inquiries; ability to utilize computer software; some supervisory ability.
MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE
Six (6) years of experience in a technical contact capacity in a governmental regulatory agency or public utilities company.
MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE
One (1) year of the General Experience must have been in the investigation of complaints or response to technical inquiries at the level of Consumer Information Representative.
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
(16)-ADMIN & RESID (P-5)
This replaces the existing specification for the class of Lead Consumer Information Representative in Salary Group AR 22 approved effective August 20, 2004. (2012 SCOPE Review)