State of Connecticut Executive Branch

Consumer Information Representative (2035AR)

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$33.21-$42.08 Hourly / $2,656.75-$3,365.75 BiWeekly /
$69,341.00-$87,846.00 Yearly

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.

GUIDELINES FOR JOB CLASS USE

This class is intended for use when the level of complexity warrants. Incumbents must have the ability to respond to a wide variety of technical questions or complaints requiring research or investigation or must respond to highly complex inquiries in a specific area, relieving higher-level staff of this responsibility.

SUPERVISION RECEIVED

Works under the general supervision of a Lead Consumer Information Representative or other employee of higher grade.

SUPERVISION EXERCISED

May supervise clerical staff or other staff as required.

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.

JOB CLASS DESIGNATION

Classified/Competitive

OCCUPATIONAL GROUP

(14)-Inspection-Investigation

BARGAINING UNIT

(16)-ADMIN & RESID (P-5)

EEO

(2)-Professional

SALARY INFORMATION

AR 20

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.

CANCELLATION CLAUSE

This replaces the existing specification for the class of Consumer Information Representative in Salary Group AR 20 approved effective May 10, 2019. (Revised to modify the Minimum Qualifications - Substitutions Allowed section and modify content) Final 23-035

EFFECTIVE DATE

03/08/2023
CLASS: 2035AR; EST: 1/26/1979; REV: 3/9/2023;