Consumer Specialist III

The Department of Cable and Consumer Services, Consumer Services Division, supports the protection of the health, safety, and general welfare of residents through the provision of consumer services.

Under the direction of the Consumer Services Division Director, this position serves as Manager for the Regulation and Licensing Branch, oversees the issuance of business licenses and related business processes, resolution of consumer complaints, legislative, and policy development, county ordinance amendments, and Trespass Towing and Advisory Board functions.

Responsibilities include but are not limited to:

• Plans, implements, and administers the daily activities of a group of professional, technical, and/or administrative employees; and performs related duties as required;
• Oversees, plans, supervises, and directs the daily operations and activities of the issuance of business licenses, legislative and policy development, ordinance amendments, and Trespass Towing and Advisory Board functions;
• Oversees the licensing of the transportation-for-hire industry in Fairfax County, including the preparation of specialized reports for public hearings concerning taxicab company certificates, rates, and amendments to Chapter 84.1 (Public Transportation);
• Directs the investigation of cases that are in violation of Virginia State law, County ordinances, and other legal regulations; Handles the effective resolution of all high-profile complaints referred by the Board of Supervisors, members of Congress, Virginia State Delegates and other public officials; and
• Oversees and coordinates research to gather technical and statistical data necessary to develop and support ordinance changes to Chapter 84.1 (Public Transportation), Chapter 28.1 (Massage Therapy Establishments and Services), Chapter 31 (Peddlers, Solicitors and Canvassers), Chapter 12 (Tenant-landlord Relations), and Chapter 82-5-32 (Towing).

(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.)

• Oversees, plans, supervises, and directs the daily operations and activities of the issuance of business licenses, legislative and policy development, ordinance amendments, and Trespass Towing and Advisory Board functions;
• Oversees the licensing of the transportation-for-hire industry in Fairfax County, including the preparation of specialized reports for public hearings concerning taxicab company certificates, rates, and amendments to Chapter 84.1 (Public Transportation);
• Directs the investigation of cases that are in violation of Virginia State law, County ordinances, and other legal regulations;
• Handles the effective resolution of all high-profile complaints referred by the Board of Supervisors, members of Congress, Virginia State Delegates and other public officials;
• Oversees and coordinates research to gather technical and statistical data necessary to develop and support ordinance changes to, Fairfax County Code Chapter 28.1 (Massage Therapy Establishments and Services), Fairfax County Code Chapter 31 (Peddlers, Solicitors and Canvassers), Fairfax County Code Chapter 33 (Chapter Precious Metals and Gems Dealers and Pawnbrokers) Fairfax County Code Section 82-5-32 (Trespass Towing), Fairfax County Code Chapter 84.1 (Public Transportation-Taxicab Services), Fairfax County Code Chapter 86 (Shared Mobility Devices), and Va. Code * 18.2-224 (Going out of Business).

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

• Extensive knowledge of the consumer and licensing-related local, state and federal, laws and regulations;
• Knowledge of customer relationship management software;
• Knowledge of the issues relating to consumer services, licensing, and regulation;
• Knowledge of resources available for diverse communities;
• Ability to lead and evaluate the work of professional and support 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 judgement;
• 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 communicate effectively, both orally and in writing;
• Ability to prepare clear and concise case summaries;
• Ability to direct programs requiring coordination with community partners, businesses, and other government agencies;
• Ability to establish and maintain effective working relationships with businesses, consumer groups, community partners, county agencies, and coworkers.

• Ability to be self-directed with limited supervision managing the day-to-day operations.
• 3 or more years of supervisory experience.
• Project Management Professional (PMP) certification.
• Experience as a project manager in developing and establishing efficient business processes, and advocating for information technology in support of the same.
• 1 or more years using CRM (Customer Relationship Management) technology solutions, including Microsoft Dynamics 365.
• Experience utilizing data analytics, performance metrics, and process improvement methodologies.
• Experience presenting data-informed recommendations to leadership to guide operational decisions.
• Exceptional writing and communication skills, including the ability to craft clear, engaging, and persuasive content for diverse audiences-ranging from senior leadership to appointed citizen members of commissions.
• Ability to make presentations to the Trespass Towing Advisory Board, Consumer Protection Commission, and other county and community groups.
• Knowledge of general compliance and audit procedures and policies.
• Demonstrated ability to independently solve problems in a team-based environment, ability to balance multiple priorities, and consistently meet established deadlines.
• Advanced knowledge and skills in using Microsoft Office Suite application.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity.