Consumer Specialist I
: Job Details :

Consumer Specialist IPrint ( Specialist ISalary$64,190.88 - $106,984.59 AnnuallyLocationFAIRFAX (EJ32), VAJob TypeFT Hourly W BNJob Number24-02574DepartmentCable &Consumer ServicesOpening Date11/02/2024Closing Date11/15/2024 11:59 PM EasternPay GradeS23Posting TypeOpen to General Public+ Description+ Benefits+ QuestionsJob AnnouncementMediates and investigates consumer complaints, tenant-landlord disputes, towing, taxicab, solicitor, and cable television issues. Works with businesses and consumers to resolve complaints to the satisfaction of both parties. In addition to mediation, offers binding arbitration when mediation efforts are exhausted. Provides advice to the public on consumer, tenant-landlord, towing, taxicab, solicitor, shared mobility sevice issues. Administers applicable codes, ordinances, regulations, and policies. Communicates complaint processes and relevant codes to consumers, businesses, and other governmental agencies. Performs inspections of taxicabs and other licensed businesses and supports the processing of licenses and permits. Refers consumers to appropriate enforcement and regulatory departments and agencies providing community-based services and resources.Plans, prepares, conducts, and participates in consumer education workshops on a variety of topics. 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 branch and department initiatives, performance measures, and balance scorecard. Reports directly to the Consumer Specialist II.Illustrative Duties(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.Required Knowledge Skills and Abilities(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.Employment StandardsMINIMUM QUALIFICATIONS:Any combination of education, experience, and training equivalent to the following: ( on the aforementioned link to learn how Fairfax County interprets equivalencies for Any combination, experience, and training equivalent to )Graduation from a four year accredited college or university with a bachelor's degree in sociology, psychology, public or business administration, conflict resolution, engineering, or related field; plus six months of experience investigating and mediating complaints dealing with consumer and/or tenant-landlord relations, customer service, business regulation and licensing, public safety and code compliance, or related field.NECESSARY SPECIAL REQUIREMENTS:The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.PREFERRED QUALIFICATIONS:+ Bachelor's degree in business administration, public administration, criminal justice, communications, psychology, sociology, marketing, or related field.+ Two years of full-time equivalent professional experience mediation and/or conflict resolution, to include managing caseloads/complaints/projects..+ Two years of full-time equivalent professional experience in presenting and communicating information to large audiences.+ Two years of demonstrated experience in the administration or operation of one or more of the following functions: Legislation, Homeowner and Condominium Association, Property Management, Virginia Automobile Repair Facilities Act, Virginia Consumer Protection Act, Virginia Home Solicitation Sales Act, Virginia Residential Landlord Tenant Act and Fairfax County Codes Chapter 84.1, Chapter 82.5-32, and Chapter 31.+ Beginner level of proficiency with Microsoft Excel, Microsoft PowerPoint, and Microsoft Word.+ Ability to establish and maintain effective working relationships with officials and representatives of other county and government agencies, advisory boards, community organizations, service providers, and the public.+ Ability to express ideas and community county policy and/or department subjects, both orally and in writing.+ Ability to create and maintain a work environment that is respectful and accepting of diverse opinions.+ Ability to communicate effectively in writing and/or verbally with multi-lingual populations in Spanish, Korean, and/or another foreign language or through the utilization of language access services.+ Excellent interpersonal skills.PHYSICAL REQUIREMENTS:This position is primarily sedentary in nature; however, visual acuity to work on electronic equipment such as a computer monitor, typing on keyboard, and carrying/lifting to 20 pounds are essential to this position. All duties performed with or without reasonable accommodations.SELECTION PROCEDURE:Panel interview and may include exercise.The population of Fairfax County is very diverse where 38.7% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others ( ) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-###-#### for assistance. TTY 703-###-####. ...@fairfaxcounty.gov EEO/AA/TTY.#LI-JY1