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Consumer Information Representative

2 months ago

Hartford, United States State of Connecticut Full time
Introduction

The State of Connecticut, Department of Consumer Protection is now accepting applications for a Consumer Information Representative in Hartford, CT.

What We Can Offer You:

  • Visit our newState Employee Benefits Overview page
  • A healthy work-life balance to all employees
  • Professional growth and development opportunities
  • The opportunity to work for a Forbes top company - 'Forbes': State of Connecticut Ranked One of the Best Employers of 2023 - State of CT Receives National Recognition for Offering Job Growth, Competitive Benefits, and Flexible Schedule
Position Details:
  • Full-time, 40 hours/week
  • Monday-Friday
  • Located at 450 Columbus Blvd, Hartford
  • Hybrid work schedule
The Role:

As a Consumer Information Representative, you will join our complaint center team, which serves as the first point of contact for the public. In this role, you will respond to calls, emails, and chats, providing valuable information and guidance to consumers. Additionally, you will mediate complaints between consumers and businesses, ensuring that both parties are heard and working towards a resolution.

Additional Responsibilities:
  • Respond promptly and professionally to consumer inquiries via phone, email, and chat, ensuring a high level of customer satisfaction.
  • Provide accurate and detailed information about consumer rights and regulations, empowering consumers to make informed decisions.
  • Mediate and facilitate communication between consumers and businesses to resolve complaints, promoting fair and mutually beneficial resolutions.
  • Maintain accurate records of consumer interactions and complaint resolutions, ensuring a flawless and transparent process.
  • Collaborate with team members to identify patterns and trends in consumer complaints and provide feedback for process improvement, contributing to a world-class complaint center.
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 or shift.
  • 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.
  • In order to receive educational credits toward qualification for this job posting, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the recruiter listed on this job posting.
For Assistance In Applying:
  • Please read or watch our Applicant Tips on How to Apply
Important Information After You Apply:
  • For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.
  • 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 questionnaire'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.
  • 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.
  • Interviews will be limited to candidates whose experience and training most closely meet the requirements of the position.
  • The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.
  • 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.
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. Should you have any questions pertaining to this recruitment, please contact Hayley Newhouse, at Hayley.Newhouse@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
  • 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.
WORKER'S 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;
  • Skills
    • interpersonal skills;
    • oral and written communication skills;
    • conducting investigations or research skills;
  • Ability to
    • make appropriate referrals;
    • gather information from consumers and assistance resources;
    • interpret and apply laws and regulations relating to consumer complaints or technical inquiries;
    • 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
  • 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.
  • A Master's degree in a closely related field may be substituted for one (1) additional year of the General Experience.
  • Successful completion of a Connecticut Careers Trainee program approved by the Department of Administrative Services may be substituted for the General Experience.
PREFERRED QUALIFICATIONS
  • Experience communicating with internal and external stakeholders.
  • Experience following business policies and procedures.
  • Experience operating office equipment.
  • Experience providing customer service via phone, email, and online.
  • Experience managing customer complaint cases.


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.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.