Senior Ratepayer Assistance Specialist

State of Maine•Hallowell, ME

5d•Hybrid

About The Position

The Senior Ratepayer Assistance Specialist performs complex administrative work analyzing and investigating consumer inquiries and complaints regarding public utilities. The role investigates disputes, negotiates resolutions with utility management and consumers, documents findings of violations, and participates in reviews of rate and tariff filings and adjudicatory proceedings. The work involves significant telephone contact with the public and is performed under limited supervision. The position is in the Maine Public Utilities Commission’s Consumer Assistance and Safety Division in Hallowell, Maine. A hybrid work schedule is available. The specialist may independently issue legally binding case decisions that can result in customer credits, payment arrangements, or other complaint resolutions. The role also includes advising Consumer Assistance Specialists and participating on advocate and advisor teams conducting investigations and adjudicatory proceedings.

Requirements

Education and/or experience of an investigative nature involving consumer complaints, including analyzing complex data and making decisions consistent with regulations.
Ability to draft clear, concise, and well-reasoned decision letters.
Knowledge of applicable laws, rules, regulations, policies, and procedures.
Knowledge of resources and organizations where individuals can obtain assistance.
Ability to establish and maintain effective working relationships.
Ability to interpret and explain rules and regulations.
Ability to investigate disputes, evaluate information, reach logical conclusions, and make sound recommendations and decisions.
Ability to work independently.
Ability to write clear and concise investigation reports.
Ability to apply standard precedents to cases.
Ability to prepare testimony, testify, and be subjected to cross-examination.
Ability to comprehend and analyze credit and collections procedures and recommend changes.
Ability to train other employees.

Responsibilities

Investigate, mediate, and resolve complex disputes concerning utility services.
Review and evaluate case reports for compliance with laws, rules, and past practices.
Read and explain applicable tariffs, laws, rules, policies, and procedures to staff, consumers, and consumer representatives.
Compile and write statistical reports on complaints, inquiries, and investigations.
Recommend case dispositions and findings of rule violations.
Independently issue legally binding decisions on cases, which may result in customer credits, payment arrangements, or other complaint resolutions.
Conduct informal hearings on complaints, on-site audits of utility credit and collection procedures, training programs with utility representatives, and special projects.
Advise Consumer Assistance Specialists on investigating and resolving consumer complaints.
Participate in advocate and advisor teams conducting investigations and adjudicatory proceedings to evaluate customer service quality and make recommendations.

Benefits

13 paid holidays and 3+ weeks of annual vacation leave, with accrual increasing with years of service.
Personal leave for overtime-exempt employees.
12 days of sick leave per year.
State-paid employee-only health insurance premiums covering 85%–95%, depending on salary; dependent coverage is also described.
Health insurance premium credit of up to 5% for participation, subject to program requirements.
State-paid employee-only dental insurance premiums.
State contribution to the Maine Public Employees Retirement System (MainePERS).
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Eligibility for Public Service Student Loan Forgiveness.
Employee assistance program through the Living Resources Program.
Six weeks of fully paid parental leave for employees welcoming a child, including non-birthing and adoptive parents.
Additional unpaid leave may be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.