Lead Consumer Information Representative

The Customer Care Center is CTDOT's primary point of contact for the public, responding to inquiries received by phone, email, and online submissions. This position provides direct supervision of two Consumer Information Representatives and is responsible for setting standards, improving processes, and strengthening how CTDOT responds to the public., In this role you will lead daily operations, supervise staff, and serve as a key liaison between the Customer Care Center and CTDOT bureaus, divisions, and partners. This role ensures public inquiries are handled accurately, consistently, and in alignment with agency goals. The position also plays a strategic role by analyzing customer feedback and inquiry trends, identifying opportunities for process improvement, and supporting agency initiatives that impact the public experience., + Educational Credits: List your earned credits and degrees from accredited institutions accurately on your application. To receive educational credits towards qualification, 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 contact listed below by the closing date listed on the job posting.

• Resume Policy: Per Public Act 21-69 (https://www.cga.ct.gov/2021/act/pa/pdf/2021PA-00069-R00SB-00056-PA.pdf) , resumes are not accepted during the initial application process. As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency.

• Preferred Shift/Location: 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.

• Timely Submission: All application materials must be received by the job posting deadline. You will be unable to make revisions once you officially submit your application to the State. Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting. Request exceptions by emailing DAS.SHRM@ct.gov .

• Salary Calculations: For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other.

• Note: The only way to apply to this posting is via the 'Apply' or 'Apply Online' buttons on the official State of Connecticut Online Employment Center job posting.

AFTER YOU APPLY:

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• Referral Questions: This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire's expiration date. If requested, RQs can be accessed via an email sent to you after the job close date or by visiting your JobAps Personal Status Board (Certification Questionnaires section).

• Prepare For An Interview: Interviews are limited to those whose experience and training are most aligned with the role. To prepare, review this helpful Interview Preparation Guide to make the best impression!

• Stay connected! Log in daily to your JobAps Personal Status Board to track your status and check email (including spam/junk folders) for updates and tasks., In a state agency this class is accountable for acting as a working supervisor for Consumer Information Representatives engaged in investigating, mediating or researching consumer complaints or inquiries.

EXAMPLES OF DUTIES

• Supervises Consumer Information Representatives, including training, coaching, performance evaluations, and workload management.

• Serves as an active member of the Customer Care Center by answering calls and responding to emails and online submissions, as needed.

• Establishes, documents, and maintains Customer Care Center procedures, training materials, and reporting protocols.

• Coordinates with subject matter experts across CTDOT to research issues, develop responses, and ensure timely and accurate information is provided to the public.

• Reviews, edits, and simplifies technical information to ensure responses are clear, accessible, and free of unnecessary jargon.

• Utilizes Customer Care Center software to log inquiries, track service requests, and monitor response times and outcomes.

• Analyzes data and trends from customer interactions to identify recurring issues, performance gaps, and opportunities for process improvements.

• Develops and monitors performance benchmarks and service-level goals in partnership with Communications Director and Agency leadership.

• Collaborates with bureaus, divisions, and external partners to align messaging and avoid duplicative or conflicting responses.

• Maintains accurate and detailed records of public interactions, resolutions, and follow-up actions.

• Prepares reports, summaries, and data-driven insights for agency leadership and partner agencies, as needed.

• Performs related duties as required. (https://www.jobapscloud.com/CT/specs/classspecdisplay.asp?ClassNumber=7169AR&R1=&R3=)

Please Note: In order to be considered for this job opening you must be a current State of CT employee of the agency listed above 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., + Considerable knowledge of functions of regulating agencies and other sources of consumer assistance;

• Considerable

• interpersonal skills;

• oral and written communication skills;

• Considerable ability to interpret and apply laws and regulations relating to consumer complaints or inquiries;

• Ability to utilize computer software;

• Supervisory ability.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Six (6) years of experience in a technical contact capacity in a governmental regulatory agency or public utilities company.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

One (1) year of the General Experience must have been in the investigation of complaints or response to technical inquiries at the level of Consumer Information Representative.

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.

PREFERRED QUALIFICATIONS

• Experience supervising or leading staff in a customer service or public-facing environment.

• Knowledge of the functions and responsibilities of multiple state agencies.

• Experience using Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and Teams.

• Experience working with confidential, sensitive, or time-critical information.

• Experience working in a fast-paced environment with competing priorities and deadlines.

• Experience providing customer service via phone, email, and online platforms.

The State of Connecticut (https://portal.ct.gov/) , Department of Transportation (DOT (https://portal.ct.gov/dot?language=en\_US) ), is now accepting applications from its motivated agency employees for an exciting Lead Consumer Information Representative (https://www.jobapscloud.com/CT/specs/classspecdisplay.asp?ClassNumber=7169AR&R1=&R3=) position within the Office of the Commissioner, located in Newington, Connecticut., As one of Connecticut's largest State agencies, CTDOT employs roughly 3,300 individuals across five bureaus. CTDOT is guided by its mission to improve lives through transportation. Our infrastructure and transit systems are essential to the safety and mobility of Connecticut residents, and our work strengthens both economic and community development. CTDOT is committed to fostering a workforce that reflects the communities it serves, and individuals with broad-ranging backgrounds and life experiences are encouraged to apply.