STATE OF CONNECTICUT EXECUTIVE BRANCH JOBS

Consumer Information Representative

Recruitment #210923-2035AR-001

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Introduction



State of Connecticut Department of Transportation (DOT) is recruiting for a Consumer Information Representative in our new Customer Care Center in the Office of Communications.

This is a full-time (40) hour work-week, Monday - Friday. 

The Customer Care Center serves as the first point of contact for the public and helps direct inquiries into the CTDOT and responds to calls, emails, chats, and casework. 

The selected candidate will also conduct research and gather data to support responses that are received by the Customer Care Center, and may be asked to aggregate inquiries received by the CTDOT. 

The most suitable candidate will be a team player that displays initiative and patience, has experience dealing with frustrated callers, and understands technology’s ability to improve CTDOT’s responsiveness.

Selection Plan

The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.

In order to be considered for this job opening, you must be a current State of CT employee, 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). 

All State employees shall follow the guidelines as listed in Executive Orders  13F (3a) and 13G (3a) . 

Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board on a daily basis to monitor their status, view all emailed notices and complete tasks required in the recruitment process.  

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, resume, performance reviews, attendance records, supervisory references, licensure, etc., at the discretion of the hiring agency.  

Applicants must meet the minimum qualifications as indicated to apply for this position.  

This posting may require completion of additional referral questions (RQs). You can access these RQs via an email that will be sent to you after the posting's closing date or by visiting your JobAps Personal Status Board  (Certification Questionnaires section). Your responses to these RQs must be submitted by the question's expiration date. Please regularly check your email and JobAps Personal Status Board for notifications. Please check your SPAM and/or Junk folders on a daily basis in the event an email provider places auto-notification emails in a user's spam.

Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State Employees which is available at www.ct.gov/ethics.

 Should you have any questions regarding this recruitment please contact Faith.MacDonald@ct.gov.

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

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, 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 functions and responsibilities of multiple state agencies
  • Experience with Microsoft Office programs (Outlook, Word, Excel, PowerPoint, Teams)
  • Experience working with confidential and time sensitive information
  • Experience working in a high pace environment with timelines and ability to multitask
  • Experience providing customer service via phone, email, and online.

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.





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