Consumer Information Representative

Introduction

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.

• Monday – Friday
• Full‑time (40 hours per week)
• First shift (8:00 AM – 4:30 PM)
• Location:
  
  505 Hudson Street, 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.

• Receive consumer complaints and/or inquiries by phone, in writing, and in person
• Investigate complaints or conduct research in response to inquiries and determine appropriate course of action or referral
• Provide technical assistance and respond to technical consumer inquiries
• Contact individuals and companies by phone or in writing to notify them of complaints and request information related to consumer claims
• Review applicable statutes, regulations, and previous agency decisions to determine whether violations may have occurred or to determine appropriate action
• Provide consumer with pertinent information and advise on available courses of action, or inform utility company, landlord, or business of corrective action to be taken
• Keep records and write reports
• Negotiate or mediate between parties as needed
• Prepare reports and participate in hearings
• Draft cease‑and‑desist orders
• Perform related duties as required

• Knowledge of functions of regulatory agencies and other sources of consumer assistance
• Interpersonal skills
• Oral and written communication skills
• Investigative or research skills
• Ability to make appropriate referrals
• Ability to gather information from consumers and assistance resources
• Ability to interpret and apply laws and regulations related to consumer complaints or technical inquiries
• Computer software proficiency

Five (5) years of experience in a 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 equaling one-half (1/2) year of experience, up 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.