Connecticut StateDepartment of Administrative Services

Lead Consumer Information Representative

Hybrid

Recruitment #221125-7169AR-001

Introduction

Do you enjoy conducting investigations, mediating, and researching?  
Are you passionate about consumer protection? 
If so, read below & apply today! 

The State of Connecticut, Department of Consumer Protection (DCP) is currently accepting applications for a Lead Consumer Information Representative in our Complaint Center, located at 450 Columbus Boulevard, Suite 901, Hartford, Connecticut. 

About Us: At the Connecticut DCP, our mission is to ensure a fair and equitable marketplace, safe products and services for consumers in the industries that we license, regulate and enforce. We do this through licensing and regulating many types of businesses and workers, monitoring the marketplace, and protecting consumers and individuals doing business in the state of Connecticut. 

The Team: The Complaint Center tracks and attempts to resolve, disputes between consumers and businesses operating in Connecticut. 

The Role: The Lead Consumer Information Representative engages in investigating, mediating or
researching consumer complaints or inquiries. Discover the opportunity to:
  • Coordinate consumer information workflow 
  • Determine priorities 
  • Assign and review work 
  • Establish and maintain consumer information procedures 
  • Provide staff training and assistance 
  • Conduct or assist in conducting performance evaluations 
  • Acts as liaison with other operating units, agencies and outside officials regarding unit policies and procedures 
  • Handle more difficult consumer complaints, investigations and inquiries 
  • Research and compile statistics for presentation at regulation making hearings 
  • Performs related duties as required
Position Highlights: 
  • Monday - Friday (may include occasional weekend hours)
  • Full-time (40 hours per week)
  • First shift (8 hours per day)
What We Can Offer You: The State of Connecticut offers a competitive starting salary, excellent state benefits package including health/dental insurance, generous paid time off, retirement plan options, alternate work schedules, and a culture that encourages work-life balance.

View the video below to learn what it's like to be a state employee.

           

Selection Plan

To Apply:
  • In order to be considered for this job opening, you must meet the Minimum Qualifications as listed on this job opening. You must specify your qualifications on your application. 
  • The minimum experience and training requirements must be met by the close date on the job opening, unless otherwise specified.
  • Ensure that your application is complete and detailed before submitting it. In order to comply with Public Act 21-69, the State of Connecticut is no longer asking for resumes during the initial application process. You will not be able to make revisions once your application is submitted into the JobAps system.
  • Please select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location.
  • All application materials must be received by the recruiting agency by the time specified on the job opening for the position for which you are applying. Late applications may not be submitted and will not be considered. Exceptions are rare and limited to documented events that incapacitate a candidate during the entire duration of the job posting time period.  It is the candidate’s obligation and responsibility to request an exception and provide a legally recognized justification to accommodate such exception. Requests should be made to DAS.SHRM@ct.gov.
After You Apply: 
  • Although applicants will receive correspondence via email, as a backup they are also encouraged to sign on to their Personal Status Board daily to monitor their status, view all emailed notices and complete tasks required in the recruitment process.
  • 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 daily in the event an email provider places auto-notification emails in a user's spam. 
  • 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. 
  • The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class. Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position. 
Connect With Us:
  • Due to the large volume of applications received, we are unable to provide confirmation of receipt or status during the recruitment process. Updates will be available through your JobAps portal account. 
  • If have any questions pertaining to this recruitment, please contact Sharon.McIntosh@ct.gov.
#INDLP

PURPOSE OF JOB CLASS (NATURE OF WORK)

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.

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.

PREFERRED QUALIFICATIONS

  • Experience with consumer complaints process and call center practices
  • Experience supervising staff
  • Experience providing written and oral communication in a professional setting
  • Experience with Microsoft Suite

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.







The State of Connecticut is an Affirmative Action/Equal Opportunity Employer and strongly encourages the application of women, minorities and persons with disabilities.