Estimated Length: 12 months Monday - Friday 8:00am – 4:00pm 7.5 hours/day; 37.5 hours/week

Requirements

General Duties

• Carefully analyze the factual bases of consumer complaints about utility service and apply the appropriate law or regulation to investigate the complaint.
• Provide information and answer questions, review and analyze company records, and respond to customer complaints and inquiries both verbally and in writing.
• Direct a service provider to or request a customer provide relevant information about the dispute to perfect the case record.
• Direct a service provider to conduct a premise inspection or meter test to determine the adequacy of service and/or accuracy of billing.
• Record and gather complaint and workload information and assist in preparing reports.
• Instruct the service provider to take action to remedy and resolve the dispute.

Skills and Minimum Qualifications

• These tasks require personnel with the ability to develop some specialized knowledge of the Public Service Law and Regulations through research and training. Prior experience and/or training as a legal secretary, paralegal or investigator or experience resolving disputes would be beneficial.
• Personnel must have the ability to conduct factual investigation of customer service and consumer protection complaints. 
• Higher level oral and written communication and analytical skills are required to investigate and resolve consumer disputes about their utility service.  The selected candidate must understand how to gather the relevant facts from the customer and utility and then apply the law, regulation and/or Commission Order to the facts presented, and then make a decision on the complaint.
• Careful attention to deadlines designed to protect consumers.

Desired Skills and Qualifications

• Experience investigating consumer protection or customer service complaints in a legal or quasi-legal setting.
• Expgerience conducting investigations involving enery, telecommunications, or water service.
• Experience using a customer relationship management system.
• College degree (Associates or Bachelors).

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