State of Connecticut - Newington, CT
posted 16 days ago
Full-time - Entry Level
Remote - Newington, CT
1,001-5,000 employees
Executive, Legislative, and Other General Government Support
About the position
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.
Responsibilities
- 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
Requirements
- Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization
- Knowledge of functions of regulatory agencies and other sources of consumer assistance
- Interpersonal skills
- Oral and written communication skills
- Conducting investigations 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 relating to consumer complaints or technical inquiries
- Ability to utilize computer software
Nice-to-haves
- 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
Benefits
- Professional growth and development opportunities
- A healthy work/life balance to all employees
- Eligibility to apply for telework after successful completion of the working test period
