Consumer Specialist Ii

Job Announcement

Leads and supervises Consumer Specialist(s) I in Consumer Affairs. Reports directly to the Consumer Specialist III (manager). Provides coverage in the absence of the manager. Other duties include:

• Mediates and investigates consumer complaints, tenant-landlord disputes, 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 issues.
• Administers applicable codes, ordinances, regulations, and policies.
• Communicates complaint processes and relevant codes to consumers, businesses, and other governmental agencies.
• Provides education to the community by conducting presentations and distributing educational information on a variety of consumer topics.
• Publishes the quarterly Informed Consumer e-Newsletter and posts consumer information on Facebook.
• Provides staff support to the Consumer Protection Commission and the Tenant-Landlord Commission.
• Provides educational information to homeowners' and condominium associations in Fairfax County.
• Hosts the Consumer Connection program on Facebook.

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.)

• Leads lower-level Consumer Specialists in the daily investigation of licensing applications, consumer and tenant-landlord complaints, and in carrying out other assignments;
• Guides team members in determining whether there has been a violation of consumer, tenant-landlord, or licensing laws;
• Keeps aware of trends and problem areas in pertinent licensing issues, consumer affairs, and tenant-landlord relations, and advises management of developments
• Instructs team members in techniques of complaint resolution in the areas of licensing, consumer affairs, and tenant-landlord relations
• ;Reviews current procedures, forms, and training methods used in the licensing and complaint handling processes;
• Keeps aware of trends or patterns of complaints that develop with respect to certain companies, and so advises management;
• Investigates and attempts to resolve consumer and tenant-landlord complaints of major concern;
• Maintains liaison between private businesses and consumer groups to facilitate communication and to effectively mediate disputes;
• Addresses citizen groups, students, and other groups interested in consumer education;
• Consolidates complaints and prepares reports or presentations that may be used by the Director or others in the County government for testimony before State or local government bodies or presentation to the Commission;
• Gathers statistical information or other data for use as required;
• Testifies in court as required.

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 lead and evaluate the work of profession staff in a complex, highly interactive work environment;
• 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 conflicts.
• 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 Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:(Click 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 two years 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.

CERTIFICATES AND LICENSES REQUIRED:
Not applicable.

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, or related field.
• Five years of full-time equivalent professional experience mediation and/or conflict resolution, to include managing caseloads.
• Five years of full-time equivalent professional experience in presenting and communicating information to large audiences.
• Five years of full-time equivalent professional experience in working in a supervisor position.
• 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, or Virginia Residential Landlord Tenant Act.
• Advanced 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.
• Excellent interpersonal skills with the ability to build and lead effective teams.

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 39.8% 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 703-324-4900 for assistance. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO/AA/TTY.

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