Utility Analyst
About The Position
The Maine Public Utilities Commission is seeking a Manager of the Commission’s Consumer Assistance Division. This Division is responsible for administering the Commission’s consumer assistance. The selected candidate will be responsible for managing the Division’s consumer assistance functions - directly supervising 10 Senior Consumer Assistance Specialists - and will assist the Director with developing policy in the area of consumer assistance. This is advanced professional/administrative work in the investigation and regulation of the activities of electric, gas, telephone and water utilities in Maine. The Consumer Assistance Manager is responsible for supervising and coordinating the activities of the Senior Ratepayer Assistance Specialists. These activities include receiving and resolving consumer complaints relating to billing disputes, inadequate service, and rate discrepancies; processing and deciding requests for exemptions submitted by utilities; and analyzing consumer inquiries and complaints to identify trends for use in managing the Division’s work, as well as reporting to the Commission. Work may also involve coordinating efforts with Commission staff from other divisions on complex rules, tariffs, etc. to ensure compliance with Commission rules and regulations. Your role as the Consumer Assistance Manager will put you in the middle of critical energy discussions, where your work will have real-world consequences. Your efforts will help ensure the state's energy systems are reliable, sustainable, and affordable for consumers. If you enjoy solving complex problems and digging into the details, this is a great fit.
Requirements
- An undergraduate degree from an accredited four-year college or university, preferably in Public or Business Administration or other related field or have at least four years of public service or relevant private sector experience in management and/or consumer assistance.
- Mature judgment
- Excellent writing and oral communication skills
Nice To Haves
- Experience in utility regulation and complaint resolution is desirable.
- At least 3 years of relevant experience in utility customer assistance, including but not limited to call center management, complaint resolution, credit and collections, or other related areas.
- Expertise in the management of consumer operations, consumer assistance, or customer communications.
- A four-year degree in public administration, business, communications, or management-related fields (desirable but not required).
Responsibilities
- Managing the Division’s consumer assistance functions
- Directly supervising 10 Senior Consumer Assistance Specialists
- Assisting the Director with developing policy in the area of consumer assistance
- Supervising and coordinating the activities of the Senior Ratepayer Assistance Specialists
- Receiving and resolving consumer complaints relating to billing disputes, inadequate service, and rate discrepancies
- Processing and deciding requests for exemptions submitted by utilities
- Analyzing consumer inquiries and complaints to identify trends for use in managing the Division’s work, as well as reporting to the Commission
- Coordinating efforts with Commission staff from other divisions on complex rules, tariffs, etc. to ensure compliance with Commission rules and regulations
Benefits
- 13 paid holidays
- 3+ weeks of vacation leave annually
- 12 days of sick leave per year
- Health Insurance Coverage – The State of Maine pays 85%-95% of employee-only premiums
- Health Insurance Premium Credit – Participation decreases employee-only premiums by up to 5%
- Dental Insurance – The State of Maine pays 100% of employee-only dental premiums
- Retirement Plan – The State of Maine contributes a percentage of pay to the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.
- Gym Membership Reimbursement – up to $40 per month
- Health and Dependent Care Flexible Spending Accounts
- Public Service Student Loan Forgiveness
- Living Resources Program – employee assistance program
- Parental leave – six weeks of fully paid parental leave for all employees who are welcoming a child
- Voluntary Deferred Compensation – MaineSaves 457(b) account
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
