Consumer Specialist

Job Announcement

Our Consumer Services Division supports the protection of the health, safety, and general welfare of residents by providing consumer services, education, and complaint resolution assistance. This position offers an opportunity to make a meaningful impact in the community by helping residents, businesses, and other stakeholders understand their rights, responsibilities, and available resources. Works with consumers and businesses to help resolve complaints to the satisfaction of both parties;

provides information and guidance to the public on consumer, tenant-landlord, and related issues; and refers consumers to appropriate enforcement, regulatory, community-based service, and resource agencies as needed. Administers applicable codes, ordinances, regulations, and policies, and communicates complaint processes and relevant code requirements to consumers, businesses, and government agencies. Additional responsibilities include planning, preparing, conducting, and participating in consumer education and engagement opportunities for diverse audiences on a range of topics;

providing consumer education information for Fairfax County Government Channel 16 programs and other communication platforms; reviewing proposed state legislation and providing comments regarding impacts to consumers and the county; and assisting with special projects that support branch and department initiatives, performance measures, and balanced scorecard goals.

Note:

This job announcement will be used to fill one full-time Consumer Specialist I vacancy. This position reports to a Consumer Specialist II.

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position description.)

• Reviews and mediates consumer-business, tenant-landlord, and cable complaints;
• Provides advice to the public through phone calls, emails, and walk-ins regarding consumer, tenant/landlord or cable related issues;
• Reviews complaints based on Virginia Consumer Protection Act (VCPA), Virginia Residential Landlord and Tenant Act (VRLTA), and other applicable codes and ordinances;
• Applies knowledge of existing federal, state, and local codes and ordinances to assist with resolving complaints and educating consumers;
• Contacts both parties by phone, letter, electronic communications, schedules meetings and conducts field visits to gather and evaluate facts to accurately assess issues as needed;
• Identifies and prepares violation notices to businesses in non-compliance with the VCPA;
• Prepares Assurances of Voluntary Compliance (AVC) to present to the County Attorney for alleged violations of the VCPA;
• Appears and testifies in court proceedings when subpoenaed;
• Refers consumers to appropriate enforcement and regulatory departments and agencies providing community based services and resources;
• Identifies and recommends cases for voluntary arbitration when mediation efforts have been exhausted;
• Prepares cases for arbitration according to established rules and procedures;
• Prepares and submits case summaries for review by Consumer Specialist IIs;
• Plans, prepares, conducts, and participates in consumer education workshops on a variety of topics;
• Plans, writes, and coordinates consumer education materials;
• Provides consumer education information for Fairfax County Government Channel 16 programs;
• Reviews proposed state legislation and provides comments on the impact to consumers and the county;
• Assists with special projects to meet department initiatives, performance measures, and balance scorecard.

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

• Knowledge of the Virginia Consumer Protection Act, Virginia Residential Landlord and Tenant Act as well as other related local, state, and federal laws and regulations;
• Knowledge of customer relationship management software;
• Knowledge of resources available for diverse communities;
• Ability to mediate and investigate consumer complaints, tenant-landlord disputes, and cable television issues with tact, resourcefulness, and sound judgment;
• Ability to manage and maintain a caseload based upon established procedures;
• Ability to collect, analyze, and organize documentation;
• Ability to analyze facts and reach logical conclusions to resolve complaints;
• Ability to prepare clear and concise case summaries;
• Ability to communicate effectively, both orally and in writing;
• Ability to establish and maintain effective working relationships with businesses, consumer groups, community partners, county agencies, and coworkers.

Minimum Qualifications:

Any combination of education, experience, and training equivalent to the following:
Graduation from a four-year accredited college or university with a bachelor's degree in sociology, psychology, public or business…