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Utility Complaints Investigator 1 (UCI 1) is an intermediate
level position in the Customer Assistance and Complaints Division (CACD) of
the Bureau of Consumer Services (BCS). This position requires
technical, investigative, and public contact activities in the investigation
and resolution of a wide variety of informal complaints. Complaints primarily
involve consumer issues covered by public utility residential service
statutes and regulations. The position also requires dealing with
issues about other matters relating to utility services, such as damage
claims and service-related complaints.
Responsibilities include:
Investigate a wide variety of informal complaints relating to fixed utility
service (primarily gas, electric, water, and telephone), and resolve each
complaint through one of the following resolutions:
- by issuing a binding written decision by letter.
- when the subject matter excludes the issuance of a
binding decision at the informal level; by means of a mutually
satisfactory written settlement agreement, or,
- when appropriate, by verbally conveying the
resolution through personal contact with the complainant.
Review informal complaints by appropriate means, including, but not
necessarily limited to, utility company reports, telephone calls,
conferences, written communications and statements; research, inquiry, and
investigation.
Apply one or more of the following review techniques when appropriate to
resolve a complaint:
- analysis of utility reports;
- review of pertinent portions of tariffs, rate
filings, billing histories, financial records, credit reports, audit
information, work orders, contracts, service connection manuals,
national safety codes, formal case files, and Commission rules and
regulations, State law, etc.;
- fact-gathering through telephone contact or written
communications, primarily from both parties to the complaint, but also
from third parties, other Commonwealth agencies, municipal offices,
contractors, landlords, federal courts, and legislative and legal
representatives, and
- consultations with PUC technical and legal staff,
(upon instruction from the immediate supervisor), the BCS' policy
committee staff, and the immediate supervisor.
Maintain full documentation on all informal complaints, including a
record of all contacts to and from parties, all information and facts
gathered, the results of analysis of the available information, and the
disposition or resolution of the complaint. Perform appropriate
scanning and linking of documents to ensure complete electronic record
of all complaints.
Perform timely handling of all complaints to ensure the following:
- that the necessary information is submitted by both
parties within a reasonable period;
- that the information submitted by the parties is
reviewed in a timely manner;
- where the information submitted is incomplete or in
need of clarification, that timely follow-up requests are made;
- that parties are given an opportunity to challenge
the evidence submitted by the other party when the subject matter of the
complaint falls under regulations requiring such opportunity be given,
and
that complaints are resolved in a timely manner.
Identify and document apparent violations of specific regulations and rules
committed by a utility in its handling of an informal complainant's account
for referral to, and review by staff of the BCS' in-house compliance and
policy staff.
Manage a caseload of informal complaints consisting of a variety of payment
related disputes and more complex complaints including, but not limited to,
billing disputes (e.g., budget billing, estimated billings and optional
payment plans), security deposit disputes, service-related complaints,
disputes relating to the initiation or discontinuance of service, and
complaints involving commercial accounts.
Call Center duties: During training and subsequently whenever necessary to
ensure reasonable access to the Commission's BCS, perform intake functions by
interviewing callers and gathering the essential information necessary to
initiate a complaint. Determine during any assigned intake duties
whether the subject matter of an informal complaint falls under the jurisdiction
of the PUC; if so, document the information necessary to initiate the
complaint; if not, make the appropriate referral. When the subject
matter of the complaint is within scope and time permits, issue an informal
decision verbally to the complainant while the complainant is on the initial
call. Moreover, identify emergency or other situations that require immediate
attention (e.g., gas leak), and notify the immediate and/or available
supervisor who, in turn, will notify proper PUC personnel.
Perform other duties as assigned.
Complaint investigation work and case management are performed with general
supervision and oversight and the employee is expected to consult and ask for
direction from unit supervisor.
Essential Functions:
Ability to
read and analyze written correspondence, then articulately summarize and
enter appropriate information into internal databases or operating systems.
Ability to enter, retrieve, and research information via the use of current
technologies. (E.g.: the web, internal/external data bases, other software,
etc.)
Ability to read, learn and understand utility tariffs, commission
regulations, and relative statutes as they pertain to public utilities.
Ability to communicate in writing, representing the agency in a manner
that is grammatically correct, logically presented, and understandable.
Ability to perform telephone answering duties in a call center environment.
Ability to communicate verbally in a pleasant and clear manner, and in a
manner that is grammatically correct, logically presented, and
understandable.
Ability to logically present facts both verbally and in writing which will
result in a decision which is binding on the consumer and company.
Ability to effectively communicate both verbally and in writing to facilitate
settlements in situations where a decision is not rendered.
Ability to interact effectively with the public, other agencies, and
coworkers.
Ability to learn and understand existing policies and procedures and
incorporate the information into assigned duties.
Ability to analyze and understand utility company reports, various reports
and supporting documentation provided by both the complainants and utilities
to identify areas of non-compliance and, based upon findings, prepare letters
or citations to the company for non-compliance.
Ability to perform duties as well as telephone answering duties while being
logged into Call Center telephone/performance software.
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Recruitment Method(s):
Applicants must meet one (or more) of the following methods(s) to be
considered for this vacancy:
- Civil Service Lists (Fill by examination in
accordance with collective bargaining.)
- Promotion Without Examination
- Transfer
- Reassignment
- Voluntary Demotion
- Reinstatement
Eligibility - Competitive Promotion Without Examination Only
CLASS RESTRICTIONS
- Have held regular civil service status in one of the
following classifications:
- Utility Termination Investigator
Or in a classification at Pay Scale
Group 5 where there is a clear linkage between the knowledge, skills, and
abilities required to perform the duties of that class and the knowledge,
skills, and abilities required of the Utility Complaints Investigator 1
class. Applications submitted will be reviewed to determine if an applicant's
current or previous class has a logical occupational, functional, or career
development relationship to the Utility Complaints Investigator 1 class.
Selection Criteria
- Minimum experience and training required for the job.
- Meritorious service; defined as (a) the absence of
any discipline above the level of written reprimand during the 12 months
preceding the closing date of the posting, and (b) the last due overall
regular or probationary performance evaluation was higher than
unsatisfactory or fails to meet standards.
- Seniority, defined as a minimum of one year(s) in the
next lower class(es) by the posting closing date of 2/20/2018.
This section is issued for compliance with Management Directive 580.19, Promotion in the Classified
Service without Examination.
How to apply - all candidates:
Submit an online application at https://www.governmentjobs.com/careers/pabureau/promotionaljobs
on or before Tuesday, February 20, 2018:
- Resume
- Most Recent Employee Performance Review
All application materials must be
filed online by the closing date of this posting. Late
applications will not be accepted.
To be considered for this vacancy, all applicants must meet the minimum
experience and training requirements.
In addition to the application materials listed above, individuals applying
for Voluntary Demotion must submit a letter of interest acknowledging
reduction in pay.
Individuals applying for Reinstatement must submit a letter of interest
requesting consideration for reinstatement.
Please use the contact information provided for additional information.
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