Assistant Rate Specialist

State of Connecticut•New Britain, CT

12d•Onsite

About The Position

The State of Connecticut Public Utilities Regulatory Authority (PURA) is hiring an Assistant Rate Specialist for its Education and Outreach Unit within the Office of Education, Outreach, and Enforcement in New Britain. The role performs technical, analytical, regulatory, and customer service work related to reviewing and resolving consumer complaints and inquiries about regulated utility services. A major component is direct customer service: communicating with customers through telephone, email, and other agency channels; documenting concerns; reviewing utility account and service information; explaining requirements, programs, and processes; and working with customers and utilities to facilitate resolution. Matters may involve billing, rates, service quality, payment arrangements, energy assistance, reliability, metering, and other utility issues. The position reviews complaints and supporting documentation, conducts research, gathers information from customers and utilities, identifies issues for further review or escalation, and assists with more complex complaints and utility matters. It may participate in investigations, audits, inspections, and other regulatory assignments, and prepare written summaries, analyses, correspondence, and other work products. The role also supports public education and outreach by communicating information about utility services, customer protections, energy affordability programs, and available assistance, responding to inquiries, supporting outreach activities, and explaining technical or regulatory information in accessible terms. The Assistant Rate Specialist may support projects and proceedings related to PURA’s Equitable Modern Grid Initiative and Public Act 20-5, the “Take Back Our Grid” Act. Assignments may involve utility rate and service proceedings; examination of electric utility distribution and interconnection practices; and inspections, audits, and investigations of regulated electric, gas, water, and telecommunications companies. The position may assist with research, data analysis, reports and other written materials, and preparation for formal hearings and other proceedings. The job class also receives training in analysis and research of electric, gas, water, telephone, and cable television companies to verify rate structures in accordance with allowed revenue and improve rate design. The schedule is Monday through Friday, 8:00 AM to 5:00 PM. Incumbents may be required to travel and may be required to possess and retain a valid motor vehicle operator’s license.

Requirements

Five years of professional experience in electric, gas, water, telecommunications, or cable television regulatory matters, subject to the stated substitutions.
Knowledge of economic, financial, and statistical methodologies used in analyzing rate structure.
Knowledge of principles and practices of rate structure design.
Interpersonal skills.
Oral and written communication skills.
Ability to utilize computer software.
May be required to travel.
May be required to possess and retain a valid Motor Vehicle Operator’s license.

Nice To Haves

Bachelor’s degree.
Experience working with the public in a regulatory, utility, government, social services, customer service, or other public-facing environment.
Experience providing customer service and assisting with resolution of inquiries, complaints, or requests for assistance by telephone, email, or other channels.
Experience reviewing and interpreting technical, regulatory, policy, financial, or other specialized information and communicating it to non-technical audiences.
Experience researching and analyzing information from multiple sources to identify issues, trends, or conclusions.
Experience preparing written communications, reports, summaries, or other documents conveying information, findings, or recommended actions.
Experience assisting with resolution of disputes or matters involving differing interests among customers, businesses, utilities, government agencies, or other stakeholders, including gathering information, coordinating follow-up, and tracking outcomes.
Experience independently managing two or more time-sensitive assignments, completing assigned responsibilities, and identifying matters requiring additional direction or escalation.

Responsibilities

Communicate directly with customers by telephone, email, and other agency channels about regulated utility services.
Obtain and document information about customer concerns and review utility account and service information.
Explain applicable utility requirements, programs, and processes to customers.
Work with customers and regulated utilities to facilitate resolution of complaints and inquiries.
Review complaints and related documentation, conduct research, and gather and organize information from customers and utilities.
Identify issues requiring additional review or escalation and assist with examination of complex complaints and utility matters.
Participate in investigations, audits, inspections, and other regulatory assignments as assigned.
Prepare written summaries, analyses, correspondence, and other work products documenting findings and supporting staff review.
Support public education and outreach regarding utility services, customer protections, energy affordability programs, and available assistance.
Respond to public inquiries, support outreach activities, and explain technical or regulatory information to non-technical audiences.
Support projects and proceedings associated with PURA’s Equitable Modern Grid Initiative and Public Act 20-5, including research, data analysis, reports, and hearing preparation.
Perform studies, analysis, and research of rate structures of regulated companies.
Review rate and tariff schedules for compliance with regulations and agency findings and orders.
Assist in preparation for staff participation in formal hearings before a commission or agency.
Review actions of regulatory or legislative bodies that affect the policies and practices of regulated companies.
Assist with economic analyses of rate structure design and its impact on consumers.
Perform related duties as required.