Consumer Specialist I

About the role

The Consumer Services Division supports the protection of the health, safety, and general welfare of residents by providing consumer services, education, and complaint resolution assistance. This position offers an opportunity to make a meaningful impact in the community by helping residents, businesses, and other stakeholders understand their rights, responsibilities, and available resources.

Responsibilities

• 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 goals.

Requirements

• 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.

Qualifications

• 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.