General Statement of Duties:
To respond to consumer inquiries regarding utilities; to provide consumers with a prompt, accurate and professional response to all requests and inquiries; to prepare consumer payment agreements; and to do related work as required.
Supervision Received: Works under the general supervision of a superior in accordance with clearly defined policies and procedures; work is subject to review upon completions.
Supervision Exercised: Usually none
Illustrative Examples of Work Performed:
- To respond to consumer inquiries regarding utilities.
- To provide consumers with a prompt, accurate and professional response to all requests and inquiries.
- To prepare consumer payment agreements.
- To receive and respond to incoming correspondence by either telephone, letter or e-mail.
- To initiate telephone call backs, correspondence and follow-ups to answer customer inquiries or requests for information concerning billing and general service/product questions.
- To receive and investigate complaints against municipal and public utilities companies regarding shutdowns, billing, service problems, etc.
- To act as the agency consumer and utilities contact.
- To explain applicable rates for all regulated utilities to customers.
- To be responsible for the enforcement of orders, rules and regulations regarding consumer affairs and rates of electric, gas, water, telephone and cable utilities.
- To answer inquiries of the public regarding their rights and duties under these requirements.
- To prepare consumer payment agreements.
- To plan, schedule, organize and conduct informal and formal evidentiary hearings in accordance with the orders, rules and regulations regarding consumer affairs and rates of electric, gas, water, telephone and cable utilities.
- To ensure hearings are conducted in a fair and orderly manner.
- To analyze and evaluate pertinent case information and make evaluations and conclusions thereon.
- To prepare written reports, recommendations and findings concerning informal and formal evidentiary hearings.
- To negotiate consumer payment agreements with utilities.
- To do related work as required.
Required Qualifications for Appointment:
Knowledge, Skills and Capacities:
A working knowledge of the rules and regulations developed by the client pertaining to consumer protection; a working knowledge of the applicable rates for all regulated utilities; the ability to prepare consumer payment agreements; the ability to communicate effectively; the ability to deal courteously with the public and resolve consumers’ concerns and or problems; the ability to understand and carry out written and oral directions; and related capacities and abilities.
Education And Experience:
- Education: Such as may have been gained through: graduation from a senior high school; and
- Experience: Such as may have been gained through: employment in a responsible position involving customer service techniques, strategies and approaches.
- Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.
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