Consumer Service Representative I/II/III

Section:                 Office of Consumer Advocate

Class:                    Consumer Service Representative I,II,III

Location:               Forum Place, Harrisburg

Telework:              This position will report to the headquartered location a minimum of 3 days per week.  You may have the                                                     opportunity to telework the remainder of the week, if desired and based on business need.

Position Type:       Permanent, Full-time ,Non-civil service, AFSCME covered position

Work Hours:         8:30–5:00

Salary Range:      Consumer Service Representative I, Pay Range 5 – Starting salary of $45,907

                              Consumer Service Representative II, Pay Range 6 – Starting salary of $51,971

                              Consumer Service Representative III, Pay Range 7 – Starting salary of $59,345

Basic Function

This is responsible public contact work performed by employees of the Office of Consumer Advocate involving the resolution of consumer inquiries and complaints pertaining to electric, telephone, gas, water and wastewater utilities and providing education about utility issues.

An employee in this position is responsible for responding to consumer inquiries and complaints received by mail, email, or primarily through the toll free "hotline."  The employee must determine the nature of the inquiry/complaint in order to determine whether the matter comes within the OCA's jurisdiction and refers the caller to proper agency if appropriate.  The employee communicates, either orally or in writing, with the pertinent parties in order to ascertain facts, meets with attorneys and staff to assist with the resolution of problems, and reviews applicable statutes, regulations and procedures to determine applicability and offer resolution.  The employee also assists in the OCA’s education efforts and social media efforts which may involve  travel.  Work is directed by an administrative supervisor who reviews the work product on an ongoing basis to ensure compliance with established procedures and to promote operational effectiveness.

• Serves as a direct source of contact for consumer inquiries
• Determines nature of consumer inquiries as well as who has jurisdiction over the issue
• If inquiry, or problem, falls within the jurisdiction of the OCA, assists consumers as soon as possible with the resolution of problems and/or concerns by ascertaining a complete, concise, and accurate description of the matter and securing accurate and complete consumer background information before exercising judgment to resolve the matter. It may be necessary to deal with, and to calm, emotionally upset consumers through verbal inflection and the appropriate choice of words
• When necessary, in order to resolve complaints or inquiries, conducts investigations using appropriate means by contacting the utility company, reviewing relevant utility information, researching applicable tariff rules and regulations and/or Public Utility laws, rules and regulations and orders
• Prepares written description of complaints received and the means utilized to achieve resolution of the matter
• Enters into OCA database, information regarding inquiries and/or complaints, inclusive of any actions taken or resolutions
• Analyzes complaints and/or inquiries to determine whether any systemic problems exist or are developing; apprises supervisor of findings
• Works with attorneys and staff, if necessary, to resolve complaints
• Responds to consumer requests for information either orally or by providing applicable literature
• Assists consumers at outreach events as required
• Provide assistance as needed with website and social media material
• Other duties as required

Qualifications for Consumer Service Representative I are as follows:

• A Bachelor's degree from an accredited institution OR
• Graduation from high school and four years of relevant and progressively responsible experience involving public contact and/or customer service relating to consumer or utility issues OR
• Any equivalent combination of education, experience, or training which affords the individual the required knowledge and skills to perform the duties of the job

Qualifications for Consumer Service Representative II are as follows:

• One year as a Consumer Service Representative I OR
• A Bachelor's degree from an accredited institution and one year of relevant experience involving public contact and/or customer service relating to consumer or utility issues OR
• Graduation from high school and five years of relevant and progressively responsible experience involving public contact and/or customer service relating to consumer or utility issues OR
• Any equivalent combination of education, experience, or training which affords the individual the required knowledge and skills to perform the duties of the job

Qualifications for Consumer Service Representative III are as follows:

• One year as a Consumer Service Representative II OR
• A Bachelor's degree from an accredited institution and two years of relevant experience involving public contact and/or customer service relating to consumer or utility issues OR
• Graduation from high school and six years of relevant and progressively responsible experience involving public contact and/or customer service relating to consumer or utility issues OR
• Any equivalent combination of education, experience, or training which affords the individual the required knowledge and skills to perform the duties of the job

• Knowledge of utility issues and practices   
• Knowledge of sundry desktop computer applications
• Knowledge of the jurisdictional authority of the OCA
• Ability to ascertain facts by personal contact, conversations, observation, and the review of records
• Ability to interpret and explain pertinent provisions of applicable laws, statues, and regulations Ability to prepare clear, accurate and concise reports
• Ability to communicate effectively, both orally and in writing
• Ability to establish and maintain effective working relationships with other governmental agencies, private entities, staff, and the public