Senior Ratepayer Assistance Specialist

Hallowell, Maine, This is complex administrative work involving the analysis and investigation of inquiries and complaints from consumers regarding public utilities. Work includes investigations, negotiating resolutions with utility management and consumers, documenting findings of violations, and participating in reviewing rate and tariff filings and adjudicatory proceedings. This work involves significant time working on the telephone with the public. Work is performed under limited supervision.

Representative Tasks

Investigates, mediates, and resolves complaints to solve complex disputes concerning utility services. Reviews and evaluates case reports to ensure compliance with laws, rules, and past practices. Reads and explains applicable tariffs, laws, rules, policies, and procedures to other staff, consumers, and consumer representatives to ensure implementation and compliance with rules. Compiles and writes statistical reports on complaints, inquiries, and investigations to provide information to management. Recommends disposition of cases and findings of violations of rules to finalize actions. Independently issues decisions on cases that are legally binding and that can result in a utility company providing credit to the customer, establishing payment arrangements, or finding other resolutions to the complaints. Conducts informal hearings on complaints, on-site audits of utility credit and collection procedures, training programs with utility representatives, and special projects to provide information, resolve complaints, and ensure rules are followed. Advise Consumer Assistance Specialists to assist them with the investigation and resolution of consumer complaints. Participates in advocate and advisor teams conducting investigations and adjudicatory proceedings to evaluate and make recommendations on quality of customer services.

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, arrive at logical conclusions and make sound recommendations and decisions. Ability to work independently. Ability to write clear and concise reports of investigations. 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 make recommendations for change. Ability to train other employees.

Minimum Qualifications (Entry level knowledge, skills, and/or abilities may be acquired through, BUT ARE NOT LIMITED TO, the following coursework/training and/or experience).

Education and/or experience of an investigative nature with consumer complaints which includes analyzing complex data and making decisions consistent with regulations. Ability to draft clear, concise, and well-reasoned decision letters is also required. Cover Letter. Resume. Professional or academic writing sample.

Incomplete applications may not be considered. Work-Life Fit – Rest is essential. Take time for yourself using 13 paid holidays and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave. When you or immediate members of your family are ill, utilize 12 days of sick leave per year. Health Insurance Coverage – The State of Maine pays 85%-95% of employee-only premiums ($12,213.60-$13,650.48 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State. Health Insurance Premium Credit – Participation decreases employee-only premiums by up to 5%. Visit the Office of Employee Health and Wellness for more information about program requirements. Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($365.28 annual value). 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 – Improve overall health with regular exercise and receive up to $40 per month to offset this expense. Health and Dependent Care Flexible Spending Accounts