Administrative Specialist II

State of Maryland•Baltimore City, MD

13h•Onsite

About The Position

The Maryland Public Service Commission (Commission) is seeking an Administrative Specialist II to work in the Compliance & Enforcement unit or the Dispute Resolution Unit within the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and telephone carriers, as well as for-profit water and sewage disposal companies. The Commission also has the authority to license gas and electric suppliers, adopt complaint procedures, and establish consumer protection standards regarding supplier services. CAD is the Commission's Dispute Resolution Office that answers utility customer questions and investigates utility service complaints. CAD is responsible for the enforcement of the Commission's statutes, regulations, and orders governing regulated entities. We seek qualified candidates skilled in administrative investigation, report writing, and applying the law to a set of facts in order to make an independent decision. The ideal candidate has skill in rapidly acquiring proven understanding of complex matters.

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
One year of experience performing administrative staff, clerical, clerical technical, or secretarial work.
Candidates may substitute 30 credit hours from an accredited college or university for the required experience.
Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

Nice To Haves

Experience in report writing and/or in applying law or regulation to a set of facts.
Proficiency with Microsoft Office Suite (including Word, Excel, and PowerPoint).
Experience working with Salesforce or other CRM or case management software.
Experience in the energy sector, public utility field, administrative enforcement proceedings, public policy, or consumer protection.

Responsibilities

Conduct evidentiary analysis of individual complaint cases and draft an initial written decision letter, citing compliance with or violation of applicable laws and regulations.
Investigate complaints received from citizens against regulated companies.
Evaluate and relate facts to compliance requirements, citing applicable laws, regulations, Commission Orders, and tariffs.
Draft written first-level adjudication of regulatory violations after considering investigation results.
Communicate effectively and professionally with citizens, regulated companies, co-workers, and others both verbally and in writing, including the ability to explain the basis of determinations made.
Receive, comprehend, and respond promptly and appropriately to verbal and written communications.
Consistently utilize CAD’s database to promote data-driven decisions and to ensure that complaint case files are complete.
Perform weekly or biweekly self-audits of assigned complaint cases to ensure timely resolution.
Remain knowledgeable on and seek professional development in a wide range of evolving Maryland law, regulation, tariffs, Commission Orders, and current events.
Timely drafting and proofreading of reports, letters, emails, and other materials related to utility consumer affairs, compliance, and education/training.
Assist in preparation of records in the event of Public Information Act requests and similar.
Maintain confidentiality and clear, comprehensive records of investigations.
Maintain a positive, professional relationship with representatives of regulated utilities, the Commission, elected officials, agencies, and other stakeholders.