Consumer Information Representative

State of Connecticut•Hartford, CT

3d•Hybrid

About The Position

The State of Connecticut Department of Housing (DOH) is seeking to hire a Consumer Information Representative to respond to inquiries from constituents, including legislators and state employees. Many of these inquiries involve time-sensitive issues related to housing stability and homelessness that require prompt attention and resolution. The Department of Housing, as the lead agency for housing matters for the State of Connecticut, is responsible for overseeing the state's homeless service system, and as such, needs to respond to housing-unstable constituents seeking access to services, as well as document and investigate complaints that have been logged against the homeless service system.

Requirements

Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.
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.
Knowledge of functions of regulatory agencies and other sources of consumer assistance
Interpersonal skills
Oral and written communication skills
Conducting investigations or research skills
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

Nice To Haves

Experience with the functions and responsibilities of multiple state agencies
Experience using Microsoft applications, including Outlook, Excel, Word, and Teams
Experience working with confidential and time-sensitive information
Experience working in a high-volume, deadline-driven environment while managing multiple priorities simultaneously
Experience providing customer service via phone, email, and online submissions

Responsibilities

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