Consumer Information Representative Hybrid AR

The State of Connecticut Department of Housing (DOH) is seeking to hire a Consumer Information Representative to respond to inquiries from constituents, including legislators and state employees. Many of these inquiries involve time‑sensitive issues related to housing stability and homelessness that require prompt attention and resolution.

• Visit our new State Employee Benefits Overview page!
• Professional growth and development opportunities
• A healthy work/life balance to all employees

The Department of Housing, as the lead agency for housing matters for the State of Connecticut, is responsible for overseeing the state's homeless service system, and as such, needs to respond to housing‑unstable constituents seeking access to services, as well as document and investigate complaints that have been logged against the homeless service system.

• Monday
  - Friday
• Full‑time (40 hours per week)
• First shift (8:00 AM - 4:30 PM)
• Location:
  
  505 Hudson Street in Hartford, CT
• Hybrid position (telework and in office)

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.

• 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.

• 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.

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.

• Experience with the functions and responsibilities of multiple state agencies
• Experience using Microsoft applications, including Outlook, Excel, Word, and Teams
• Experience working with confidential and time‑sensitive information
• Experience working in a high‑volume, deadline‑driven environment while managing multiple priorities simultaneously
• Experience providing customer service via phone, email, and online submissions

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

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.