STATE OF CONNECTICUT EXECUTIVE BRANCH JOBS

Consumer Information Representative

Customer Care Center

Recruitment #241217-2035AR-001

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Introduction

The State of Connecticut, Department of Transportation (DOT), is recruiting for a Consumer Information Representative in its Customer Care Center, located in 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.

WHAT WE CAN CONTINUE TO OFFER YOU
    THE ROLE:
    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 consistent, easy to understand, and timely. The Consumer Information Representative is a team player who displays initiative and patience, has experience dealing with frustrated residents, and understands the importance of good customer service.

    Examples of Duties:
    • Serve as the entry point to the CTDOT by answering phone calls and responding to emails and online submissions and determines proper course of action or referral
    • Maintain accurate and detailed records of public interactions and resolutions 
    • Ensure responses are not overly technical or full of jargon by editing and proof reading materials from subject matter experts
    • Use technology to research issues and answer questions from the public in a timely manner, ensuring a high level of customer satisfaction
    • Work collaboratively with various CTDOT Bureaus and Divisions to ensure accurate information is provided to the public
    • Utilize software to track and log all inquiries and service requests, set goals and benchmarks
    • Review and analyze data to identify trends and collaborate across the CTDOT to identify ways to improve processes
    • Prepare reports and provide information to CTDOT and other agencies, as needed 
    POSITION HIGHLIGHTS
    • Monday - Friday
    • Full-time (40 hours per week)
    • First shift
    • Location:  CTDOT Headquarters in Newington, CT  
    • This position is eligible to apply for telework after successful completion of the working test period, and thereafter, in accordance with the Telework Policy. The Policy can be found here. Employees in their initial working test period must work on site in the office
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    ABOUT US
    As one of Connecticut's largest State agencies, CTDOT employs approximately 3,300 individuals statewide in five bureaus. It is the CTDOT's mission to improve lives 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 CTDOT 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.  

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    Selection Plan

    To Apply:
    • 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.  
    • In order to be considered for this job opening you must meet the Minimum Qualifications as listed on the 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.
    • 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 individual listed on this job posting. 
    • 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.
    • For current state employees, salary calculations are not necessarily comparable from three branches of state government (i.e., Executive, Legislative, Judicial) to the other.  
    FOR ASSISTANCE IN APPLYING:
    • Please read or watch our Applicant Tips on How to Apply!
    Important Information After You Apply:
    • 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.
    • Read through this helpful link to prepare for your interview. 
    • 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 in the next twelve (12) months.
    • 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 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 Sharon McIntosh, at Sharon.McIntosh@ct.gov.

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    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

    • Knowledge of 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

    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.


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