ABOLISHED 12/01/2014 PER PAY LETTER 15-04 - Consumer Services Coordinator
California State Personnel Board Specification
Schematic Code: VM20
Class Code: 8635
Established: 04/19/1972
Revised: 10/16/1984
Title Changed: --
Definition
Under direction, in the Department of Consumer Affairs or Department of Justice, to guide and assist organizations and individuals in identifying and using public and private resources available to settle or answer consumer inquiries and complaints; to represent the Department in an assigned geographical area; and to do other related work.
Typical Tasks
Guides and assists consumers and organizations by describing steps to take, assisting with letters, and identifying private organizations and public agencies with ability or jurisdiction to handle consumer inquiries and complaints; advises and addresses officials of school districts, teachers, students, and residents of school districts with respect to the private organizational help available and the jurisdiction of various Federal, State, and local agencies regulating different fields of interest to consumers and the role of the State Department of Consumer Affairs or Department of Justice; interprets and explains applicable laws and rules to providers of goods and services and trade associations; acts as liaison in helping persons to obtain information regarding small claims court procedure and legal assistance; visits and discusses with groups and officials of various organizations their opinions on current consumer affairs activity and procedures and drafts reports of their concerns and needs; suggests new programs to the management of the Department; reviews letters or applications for consumer assistance and makes recommendations to the consumer; assists consumers in reviewing bills, receipts, and contracts for merchandise or services and assists them in developing a statement of their problem or complaint; encourages publication and dissemination of resources available regarding consumer interest problems and complaints.
Minimum Qualifications
Experience: Either one or a combination of the following:
1. Three years of experience in a field capacity representing an industry or public or private agency in meeting with and explaining programs and policies to the public or other interested groups; or
2. Three years of experience in sales or collection work in a field representative capacity requiring wide public contact. (Over-the- counter sales or office collection will not be considered equivalent to this requirement.)
Knowledge and Abilities
Knowledge of: Sources of information used in obtaining consumer interest or complaint information; private and public consumer interest organizations; methods and remedies available for the resolution of consumer interest pro-blems; State laws, rules, and regulations regarding individuals and businesses licensed in California; sources of information relating to occupational and business standards in California; legal forms, procedures, and requirements involved in processing consumer claims; functions of Federal, State and local regulatory and law enforcement agencies with consumer interest jurisdiction; consumer related business and contract law; business practices; office management practices.
Ability to: Read and write English at the level required for successful job performance; learn, interpret and apply regulatory laws and rules; analyze situations accurately and take effective action; handle with courtesy and tact a wide variety of public contacts both on the telephone and in person; compose correspondence and write reports; speak effectively; understand and carry out oral and written directions with a minimum of explanation.
Special Personal Characteristics
Willingness to travel throughout an assigned area and work unusual hours; neat personal appearance.
Additional Desirable Qualifications
Education equivalent to graduation from high school.
