Consumer Information Representative

State of Connecticut•Newington, CT

2d•Onsite

About The Position

Join our team! The State of Connecticut, Department of Transportation (DOT), is now accepting applications from current state employees for a Consumer Information Representative position in our Customer Care Center within the Office of the Commissioner. 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, and online submissions. The selected candidate will also conduct research and gather data to support responses that are received by the Customer Care Center. The Consumer Information Representative receives questions and/or complaints by phone or in writing and independently investigates and researches a response to the inquiry. The CTDOT Customer Care Center receives 10,000+ inquiries annually and the Consumer Information Representative ensures concerns are logged and responses are timely, consistent, and easy to understand. The Consumer Information Representative is a team player who displays initiative and patience, has experience dealing with potentially frustrated callers, and understands the importance of good customer service. As one of Connecticut’s largest State agencies, DOT employs approximately 3,300 individuals statewide in five bureaus. It is the DOT's mission to improve quality of life through transportation. We have a significant transportation infrastructure system that is essential to maintaining mobility for Connecticut residents and businesses and supporting economic and community development while preserving environmental and cultural resources. The Department of Transportation is committed to cultivating a diverse staff that is representative of the communities we serve. Applications from individuals having diverse backgrounds and life experiences are strongly encouraged.

Requirements

Current State of CT employee, who has worked for the state for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening.
Specify qualifications on your application.
Institution must be accredited to receive educational credits toward qualification.
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 by the closing date listed on the job posting.
Meet Minimum Qualifications by the job closing date.
Specify your qualifications on your application.
The minimum experience and training requirements listed must be met by the close date on the job opening, unless otherwise specified.
List your earned credits and degrees from accredited institutions accurately on your application.
To receive educational credits towards qualification, 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 contact listed below by the closing date listed on the job posting.
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
Gather information from consumers and assistance resources
Interpret and apply laws and regulations relating to consumer complaints or technical inquiries
Utilize computer software

Nice To Haves

Experience with 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 submissions.
Experience dealing with potentially frustrated callers

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
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