Consumer Information Representative

The State of Connecticut, Department of Consumer Protection (DCP) is now accepting applications for a Consumer Information Representative. This is a full-time, 40 hour per week, Monday through Friday position and is located at 450 Columbus Boulevard in Hartford, CT in the Liquor Control Division.

Who we are:

The mission of the DCP is to ensure a fair and equitable marketplace as well as safe products and services for consumers in the industries that it regulates. The Liquor Control Division is the primary investigative arm of the Connecticut Liquor Control Commission. Liquor Control Agents regularly provide training to local and state police officers about enforcement of the Liquor Control Act and on strategies that discourage underage drinking.

With the increase in complaints, referrals, and inquiries being submitted to the agency, the Complaint Center requires additional assistance in answering calls on the general Liquor Control phone and electronic mail lines, referring inquiries to the appropriate personnel, assisting consumers and liquor clients. The Division processes have been significantly streamlined over the past two years, including implementation of numerous technological enhancements. This has allowed us to be much more efficient in meeting the needs of Connecticut residents; however, the agency needs to meet the needs of our constituencies and our ongoing increase of capacity.

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

*For employees in the classified service, permanent status is obtained after successful completion of a working test period. For employees in the unclassified service, permanent status is obtained after serving in a position for at least six months (full-time or full-time equivalent).

Note: 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: a cover letter, performance reviews, attendance records, supervisory references, college transcripts, licensure, etc., at the discretion of the hiring agency.

This posting may require completion of additional referral questions (RQs) which will be sent to you via email after the closing date. The email notification will include an expiration date by which you must submit (Finish) your responses. Please regularly check your email for notifications. Please check your SPAM and/or Junk folders, as emails could end up there in error.

The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.

Should you have questions pertaining to this recruitment, please contact Jennifer Neumann at jennifer.neumann@ct.gov and reference the recruitment number.

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.

All Agencies: Receives consumer complaints and/or 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/claimant'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.

Workers' Compensation Commission: Serves as liaison in the coordination of educating workers, employers, and other interested parties concerning rights and duties under the law and creation of safety measures to reduce or eliminate occupational injuries and disease; coordinates other resource individuals to provide education programs to train workers' compensation representatives of local union and community organizations; may assist in providing training programs; performs related duties as required.

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.

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

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.

The preferred candidate will have:

• Experience communicating with internal and external stakeholders.
• Experience following business policies and procedures.
• Experience scheduling and prioritizing office workflow.
• Experience operating office equipment.

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.