Consumer Specialist I

Consumer Specialist I

Salary

$65,474.66 - $109,124.29 Annually

Location

FX. CTY. GOVERNMENT CENTER, 12000 GOVERNMENT CENTER PKWY., FAIRFAX (EJ32), VA

Job Type

FT Hourly W BN

Job Number

26-00973

Department

Cable & Consumer Services

Opening Date

07/04/2026

Closing Date

7/17/2026 11:59 PM Eastern

Pay Grade

S23

Posting Type

Open to General Public

• Description
• Benefits
• Questions

Job Announcement

Our 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.

Works with consumers and businesses to help resolve complaints to the satisfaction of both parties; provides information and guidance to the public on consumer, tenant-landlord, and related issues; and refers consumers to appropriate enforcement, regulatory, community-based service, and resource agencies as needed. Administers applicable codes, ordinances, regulations, and policies, and communicates complaint processes and relevant code requirements to consumers, businesses, and government agencies.

Additional responsibilities include planning, preparing, conducting, and participating in consumer education and engagement opportunities for diverse audiences on a range of topics; providing consumer education information for Fairfax County Government Channel 16 programs and other communication platforms; reviewing proposed state legislation and providing comments regarding impacts to consumers and the county; and assisting with special projects that support branch and department initiatives, performance measures, and balanced scorecard goals.

Note: This job announcement will be used to fill one full-time Consumer Specialist I vacancy. This position reports to a 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 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 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 in 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.
• Experience communicating effectively in writing and/or verbally with multi-lingual populations or through the utilization of language access services.
• 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, and Virginia Residential Landlord Tenant Act.
• Intermediate proficiency using Microsoft Excel, Microsoft PowerPoint, and Microsoft Word.

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. Ability to drive a county vehicle. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:

Panel interview and may include exercise.

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.

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. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO/AA/TTY.

#LI-AP1

Merit Positions

Fairfax County is proud to offer employees an attractive and comprehensive benefits program, including the following:

• Medical/Vision/Dental Insurance Coverage
• Group Term Life Insurance
• Long Term Disability
• LiveWell Program
• Flexible Spending Programs
• Paid Leave (annual, sick, parental, volunteer activity, and more!)
• Paid Holidays
• Contributory Retirement Plan
• Deferred Compensation
• Employee Assistance Program
• Employees Child Care Center
• Continuous Learning Opportunities

Please click here for a summary of our benefits.

NOTE: Fairfax County Government is a qualifying employer under the Public Service Loan Forgiveness program. For more information about the PSLF program: Public Service Loan Forgiveness | Federal Student Aid

For additional details please visit the Countys benefits webpage.

Non-Merit Positions

• Non-Merit Benefit Eligible: scheduled to work a minimum 1,040 hours and no more than a maximum of 1,560 hours in a calendar year.

• Medical/Vision/Dental Insurance Coverage

• Flexible Spending Program

• Deferred Compensation

• Temporary: scheduled to work a maximum of 900 hours in a calendar year.

• No benefits

01

What is the highest level of education that you have completed?

• Less than 12th grade
• High school diploma or GED
• Some college
• Associates degree
• Bachelors degree
• Masters degree
• Doctorate degree

02

If you answered "Some college" for the highest level of education completed, please indicate the number of quarter or semester hours you have completed towards a degree.

• Less than 45 quarter hours
• 45 to less than 90 quarter hours
• 90 to less than 135 quarter hours
• 135 to less than 180 quarter hours
• 180 or more quarter hours
• Less than 30 semester hours
• 30 to less than 60 semester hours
• 60 to less than 90 semester hours
• 90 to less than 120 semester hours
• 120 or more semester hours
• Not applicable

03

Please indicate the major(s) or minor(s) for your completed degree(s). Check all that apply.

• Sociology
• Psychology
• Conflict resolution
• Business administration
• Public administration
• Marketing
• Criminal justice
• Communications
• Engineering
• Information technology
• Other (related field)
• Other (non-related field)

04

If you answered "Other (related field)" or "Other (non-related field)" for the previous question, please list the discipline of your degree. If this question does not pertain to you or you do not possess a degree, enter "N/A".

05

How many years of full-time equivalent professional experience do you have 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?

• None
• Less than six months
• Six months to less than one year
• One to less than two years
• Two to less than three years
• Three to less than four years
• Four to less than five years
• Five or more years

06

How many years of full-time equivalent professional experience do you have in managing a caseload/complaints/project?

• None
• Less than six months
• Six months to less than one year
• One to less than two years
• Two to less than three years
• Three to less than four years
• Four to less than five years
• Five or more years

07

How many years of full-time equivalent professional experience do you have in presenting and communicating information to large audiences (i.e., 50 or more participants)?

• None
• Less than six months
• Six months to less than one year
• One to less than two years
• Two to less than three years
• Three to less than four years
• Four to less than five years
• Five or more years

08

Do you have at least two years of full-time equivalent professional experience in administration or operation of any of the following functions? Check all that apply.

• 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
• None of the above

09

Please indicate your level of proficiency with Microsoft Excel.

• Beginner (Basic knowledge of creating a worksheet; performing calculations in a worksheet; modifying and formatting a worksheet; printing workbook contents)
• Intermediate (Knowledge of inserting and modifying graphic objects in a worksheet; customizing and enhancing workbooks; analyzing data using Pivot Tables, Slicers, and Pivot Charts)
• Advanced (Extensive knowledge of increasing productivity and improving efficiency by streamlining workflow; collaborating with others using workbooks; auditing worksheets; analyzing data; working with multiple workbooks; importing and exporting data, using Excel with the web)
• No experience

10

Please indicate your level of proficiency with Microsoft PowerPoint.

• Beginner (Basic knowledge of opening, saving and closing files; creating backwards compatible files for working with older versions of PowerPoint; utilizing the find and replace tool; applying and modifying pre-designed WordArt; spacing and arranging objects and images; converting bulleted list into flowcharts)
• Intermediate (Knowledge of applying templates and themes; converting text to diagrams and tables; inserting images and clip art; adding sound effects and music clips, adding video and animation; adding and configuring interactive action buttons; incorporating review comments and embedded MS Office content; use advanced features for saving and distributing your file)
• Advanced (Extensive knowledge in customizing PowerPoint for your own work environment; fully leveraging the power of master slides to creating consistent and easy-to-update designs; simplifying internal communication or reviews with embedded notes and comments; reusing (not re-entering) data from other applications; adding multimedia elements; recording voice-overs for presentations; setting up a self-running slideshow display for a lobby or event kiosk)
• No experience

11

Please indicate your level of proficiency with Microsoft Word.

• Beginner (Basic knowledge of creating, editing, formatting, and saving simple documents; inserting simple tables; and proofreading documents for accuracy)
• Intermediate (Knowledge of common commands such as creating a title; using, modifying, and creating styles; setting up the ruler; indenting paragraphs, using tabs and tables; inserting captions, footnotes, endnotes, special characters, or hard page breaks; using page numbering; creating headers and footers; inserting graphics; inserting an equation, adding comments and tracking changes.)
• Advanced (Extensive knowledge of almost all function of program including mail merge, macros, creating a table of contents, creating bookmarks and cross-referencing.)
• No experience

Required Question

Employer Fairfax County

Address 12000 Government Center Pkwy. Suite 270

Fairfax, Virginia, 22035

Phone 703-324-3311

Website http://agency.governmentjobs.com/fairfaxcounty/default.cfm