Utility Consumer Affairs Specialist - Customer Service & Complaint Resolution
Utility Consumer Affairs Specialist - Customer Service & Complaint Resolution
Posted 4 days ago
SENIORITY
Senior
About the role
- High School Diploma or Equivalent Required Skills, Knowledge, and Experience:
- Prior experience in a responsible position involving customer service techniques, strategies, and approaches
- Working knowledge of the rules and regulations developed by the department pertaining to consumer protection
- Working knowledge of the applicable rates for all regulated utilities
- Ability to prepare consumer payment agreements
- Ability to communicate effectively
- Ability to deal courteously with the public and resolve consumers' concerns and/or problems
- Ability to understand and carry out written and oral directions
- Respond promptly and professionally to consumer inquiries regarding utility services, billing, rates, and service concerns
- Investigate consumer complaints involving billing disputes, service interruptions, shutdowns, payment issues, and other utility-related concerns
- Explain applicable utility rates, consumer rights, responsibilities, rules, and regulatory requirements
- Apply applicable rules, regulations, orders, and consumer protection requirements when evaluating cases
- Prepare and negotiate consumer payment agreements with regulated utility companies
- Communicate with consumers and utility representatives by telephone, email, written correspondence, and follow-up communications
- Initiate callbacks and conduct appropriate follow-up to resolve outstanding consumer questions or requests
- Analyze case information, supporting documentation, and relevant regulations to develop conclusions and recommendations
- Prepare written reports, findings, recommendations, correspondence, and other case documentation
- Serve as an agency point of contact for utility-related consumer matters
- Plan, schedule, organize, and support informal and formal evidentiary hearings
- Help ensure hearings are conducted fairly, professionally, and in accordance with applicable rules and orders
- Perform related duties as assigned
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.