Consumer Complaint Analyst

State of North Carolina

9d • $39,244 - $62,000

About The Position

Are you looking for meaningful public service work that will positively impact the residents of North Carolina? If your answer is yes, we want you to join our team at the Utilities Commission. The Department of Commerce, Division of Public Staff Utilities Commission, is looking for an Consumer Complaint Analyst. Complaint Analysts in the Consumer Services Division are primarily responsible for handling consumer complaints and providing dispute resolution for issues involving regulated utility companies under the jurisdiction of the NC Utilities Commission. These utilities include communications, electric, natural gas, and water providers. Complaints may involve matters such as payment arrangements, rates and tariffs, deposits, quality of service, billing disputes, unauthorized changes in long-distance service, and other related concerns. Staff members collaborate regularly with colleagues across the Communications, Electric, Natural Gas, Water, and Legal Divisions to efficiently address and resolve consumer issues. The Public Staff serves as an advocate for the using and consuming public, ensuring that concerns related to regulated utility services in North Carolina are addressed fairly and effectively. This a full-time position (40 hours per week) with State Benefits, including health insurance, as well as retirement. Incentives of NC State Employment We value our employees and offer a wide variety of competitive and family-friendly benefits. Benefits to include: • 12 Annual Paid Holidays and monthly accrual of vacation and sick leave. • North Carolina State Health Plan administered by Aetna. • Supplemental Benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental, and Vision. • NC State Retirement (TSERS), 401(k), and 457 savings plans. • WeSave Employee Discounts • Eligibility for the Public Service Loan Forgiveness Program. Learn more about new hire resources, safety, health, and wellness information, leave options, employee discounts and more by selecting the link below: https://oshr.nc.gov/state-employee-resources/benefits Note to Current State Employees The salary grade for this position is NC08. State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position. If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity. Based upon those factors, a pay increase MAY result.

Requirements

• APPLICANTS MUST MEET THE EDUCATIONAL AND EXPERIENCE REQUIREMENT IN ORDER TO QUALIFY FOR THIS POSITION.
• Bachelor’s degree from an appropriately accredited institution and one year experience in complaint analyst work, preferably in a public utility operational or regulatory environment; Or An equivalent combination of education and experience.

Nice To Haves

• Demonstrated experience facilitating interactions and mediating disputes between consumers and regulated utility companies.
• Demonstrated ability to identify issues, gather relevant information, analyze and compare data from multiple sources, and develop appropriate solutions.
• Demonstrated ability to apply effective decision-making approaches when determining courses of action and reaching sound conclusions.
• Demonstrated ability to clearly communicate, both in writing and verbally, the results of investigations, including applicable Commission rules, regulations, and utility rates, tariffs, terms, and conditions.
• Demonstrated ability to build and maintain effective working relationships with colleagues, customers, regulators, utility representatives, and the general public.

Responsibilities

• handling consumer complaints
• providing dispute resolution for issues involving regulated utility companies under the jurisdiction of the NC Utilities Commission
• collaborate regularly with colleagues across the Communications, Electric, Natural Gas, Water, and Legal Divisions to efficiently address and resolve consumer issues.
• ensuring that concerns related to regulated utility services in North Carolina are addressed fairly and effectively

Benefits

• 12 Annual Paid Holidays and monthly accrual of vacation and sick leave.
• North Carolina State Health Plan administered by Aetna.
• Supplemental Benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental, and Vision.
• NC State Retirement (TSERS), 401(k), and 457 savings plans.
• WeSave Employee Discounts
• Eligibility for the Public Service Loan Forgiveness Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees