Estimated Length: 12 months Monday - Friday 8:30 - 4:30

Requirements

The Department of Public Service’s Office of Consumer Services (OCS) seeks a vendor
to assist in the processing, investigation, and resolution of utility consumer complaints.
It is anticipated that the “Paralegals and Legal Assistants” title would be appropriate
for the work
Specifications

Additional specifications, qualifications, experiences or skill level: The duties,
skills, and minimum qualifications associated with the Analysis work are as follows:
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.
?? 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.
?? High School Diploma.
Desired Skills and Qualifications
?? Experience investigating consumer protection or customer service complaints in a
legal or quasi-legal setting.
?? Experience conducting investigations involving energy, telecommunications, or
water service.
?? Experience using a customer relationship management system.
?? College degree (Associates or Bachelors).
 

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