Consumer Information Representative

Introduction

\r\n\r\nJoin our team!\r\n\r\n\r\nThe 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.\r\n\r\n\r\n\r\n\r\n\r\nPOSITION HIGHLIGHTS\r\n\r\n\r\n Schedule: Full-Time (40 Hour), First Shift, Monday - Friday\r\n Location: DOT Headquarters, Newington, CT\r\n\r\n\r\n\r\nWHAT WE CAN OFFER YOU\r\n\r\n\r\n Visit our State Employee Benefits Overview page!\r\n Professional growth and development opportunities\r\n A healthy work/life balance to all employees\r\n Join an award-winning agency! CTDOT has been recently awarded the Employer of the Year award by the Connecticut Society of Civil Engineers (CSCE) and named the Women’s Transportation Seminar (WTS) CT Employer of the Year for 2024!\r\n\r\nTHE ROLE\r\nThe 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.\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n \r\n \r\n \r\n \r\n \r\n \r\n \r\n \r\n \r\n ABOUT US\r\n \r\n \r\n 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.�\r\n \r\n \r\n Learn more about our mission, vision, and values by clicking here!\r\n \r\n \r\n \r\n \r\n START WITH US. STAY WITH US. GROW WITH US.\r\n \r\n \r\n \r\n

Selection Plan

FOR ASSISTANCE IN APPLYING:�\r\nCheck out our Applicant Tips on How to Apply! Need more resources?� Visit our Applicant Toolkit for additional support throughout the recruitment process.�\r\nPlease Note:��In order to be considered for this job opening, you must be a 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.� You must specify your qualifications on your application.\r\nIn 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 by the closing date listed on the job posting.�\r\nBEFORE YOU APPLY:�\r\n\r\n Meet Minimum Qualifications: Ensure you meet the Minimum Qualifications listed on the job opening by the job closing date. You must 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. �\r\n Educational Credits: 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.�\r\n Resume Policy: Per Public Act 21-69, resumes are not accepted during the initial application process. As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency.�\r\n Preferred Shift/Location: 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.�\r\n Timely Submission: All application materials must be received by the job posting deadline. You will be unable to make revisions once you officially submit your application to the State. �Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting. Request exceptions by emailing DAS.SHRM@ct.gov.�\r\n Salary Calculations: 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.�\r\n\r\n\r\n Note: The only way to apply to this posting is via the ‘Apply’ or ‘Apply Online’ buttons on the official State of Connecticut Online Employment Center job posting.\r\n\r\nAFTER YOU APPLY:�\r\n\r\n Some email providers may experience delays or issues delivering messages. To avoid missing important updates—such as referral questionnaires or interview scheduling links—please check your Personal Status Board regularly.\r\n For added convenience, you can also enable text (SMS) notifications. To do this, log in to your Personal Status Board and select “Update My Contact Information.”\r\n Referral Questions: This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire’s expiration date. If requested, RQs can be accessed via an email sent to you after the job close date or by visiting your JobAps Personal Status Board (Certification Questionnaires section).� �\r\n\r\n\r\n Prepare For An Interview: Interviews are limited to those whose experience and training are most aligned with the role. To prepare, review this helpful Interview Preparation Guide to make the best impression!�\r\n Stay connected! Log in daily to your JobAps Personal Status Board to track your status and check email (including spam/junk folders) for updates and tasks.��\r\n The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.��\r\n Note: This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. 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, available at www.ct.gov/ethics.\r\n This employer may participate in E‑Verify and will provide the federal government with your Form I‑9 information to confirm work authorization.\r\n\r\nQUESTIONS? WE’RE HERE TO HELP:�\r\nDue to high volume, we are unable to confirm receipt or provide status updates directly. For recruitment updates, please check your Personal Status Board and review our Frequently Asked Questions. If you have additional questions about the recruitment process, reach out to Nicole Frascatore via Nicole.Frascatore@ct.gov.\r\nJoin the State of Connecticut and take your next career step with confidence!\r\n

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.\r\n

EXAMPLES OF DUTIES

\r\n Receives consumer\r\n complaints and/or inquiries by phone, in writing and in person;\r\n Independently\r\n investigates complaints or conducts research in response to inquiry, determines\r\n proper course of action or referral;\r\n Provides technical\r\n assistance and responds to technical consumer inquiries;\r\n Contacts individuals and\r\n companies by phone or in writing to notify them of complaint and request\r\n information relating to consumer's/claimant's problem;\r\n Reviews applicable\r\n statutes, regulations and previous decisions of agency to determine whether\r\n violations may have occurred or to determine appropriate action to be taken;\r\n Provides consumer with\r\n all pertinent information and advises consumer about available courses of\r\n action or informs utility company, landlord or business of corrective action to\r\n be taken;\r\n Keeps records and writes\r\n reports;\r\n May negotiate or mediate\r\n between parties;\r\n May prepare reports for\r\n and participate in hearings;\r\n May draft cease and\r\n desist orders;\r\n Performs related duties\r\n as required.\r\n\r\nWORKER’S\r\nCOMPENSATION COMMISSION:\r\n\r\n\r\n Serves as liaison in the\r\n coordination of educating workers, employers, and other interested parties\r\n concerning rights and duties under the law and creation of safety measures to\r\n reduce or eliminate occupational injuries and disease;\r\n Coordinates other\r\n resource individuals to provide education programs to train workers'\r\n compensation representatives of local union and community organizations;\r\n May assist in providing\r\n training programs;\r\n Performs related duties\r\n as required.\r\n \r\n\r\n\r\n

KNOWLEDGE, SKILL AND ABILITY

\r\n Knowledge of functions\r\n of regulatory agencies and other sources of consumer assistance;\r\n Skills\r\n \r\n interpersonal skills;\r\n oral and written communication skills;\r\n conducting investigations or research skills;\r\n \r\n \r\n Ability to\r\n \r\n make appropriate referrals;\r\n gather information from consumers and assistance\r\n resources;\r\n interpret and apply laws and regulations\r\n relating to consumer complaints or technical inquiries;\r\n utilize computer software.\r\n \r\n \r\n\r\n

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.\r\n

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

\r\n \r\n College training may be\r\n substituted for the General Experience on the basis of fifteen (15)\r\n semester hours equalling one-half (1/2) year of experience to a maximum of\r\n four (4) years for a Bachelor's degree.\r\n A Master's degree in a closely\r\n related field may be substituted for one (1) additional year of the\r\n General Experience.\r\n Successful completion of a\r\n Connecticut Careers Trainee program approved by the Department of\r\n Administrative Services may be substituted for the General Experience.\r\n \r\n\r\n

PREFERRED QUALIFICATIONS

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

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER\r\n\r\nThe State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.\r\n

ACKNOWLEDGEMENT

As defined by Sec. 5-196\r\nof the Connecticut General Statutes, a job class is a position or group of\r\npositions that share general characteristics and are categorized under a single\r\ntitle for administrative purposes.� As\r\nsuch, a job class is not meant to be all-inclusive of every task and/or\r\nresponsibility.\r\n