STATE OF CONNECTICUT EXECUTIVE BRANCH JOBS

Consumer Information Representative

Recruitment #181214-2035AR-001

Introduction

The mission of the State of Connecticut, Department of Consumer Protection (DCP) is to ensure a fair and equitable marketplace as well as safe products and services for consumers in the industries that it regulates.

DCP’s Operations Division has a current opportunity for a Consumer Information Representative. This position is in the Complaint Center and will answer calls on the hot line, mediate complaints, assist consumers and research businesses.  

This position is located at 450 Columbus Blvd., Hartford, CT. 

It is full time, 40 hours per week, Monday through Friday, 8:00am- 4:30pm.

Applicants must include a resume within the "Resume Tab" of their application.  

Any inquiries regarding this position must be made directly to the agency's Human Resources office, Heidi Gray, heidi.gray@ct.gov, 860-713-5028.

Selection Plan

This position is competitive.

In order to be considered for this job opening, you must be a current employee of the Department of Consumer Protection, who has permanent state status, and meets the Minimum Qualifications as listed on this job opening.  You must specify your qualifications on your application.

At any point during the recruitment process, applicants may be required to submit additional documentation which support their qualification(s) for this position.  These documents may include: performance reviews, supervisory references, college transcripts, licensure, etc., at the discretion of the hiring agency.

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.

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.

PREFERRED QUALIFICATIONS

• Knowledge of the eLicense case management system;

• Experience with conflict resolution;

• Knowledge of all internal agency divisions, local municipalities, and federal partners and programs.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.