Consumer Agent

About the Role

This is a 12-month contract position focused on responding to consumer inquiries regarding utilities, providing professional and accurate information, and preparing consumer payment agreements.

Responsibilities

• Respond to consumer inquiries regarding utilities via telephone, letter, or email.
• Provide prompt, accurate, and professional responses to all consumer requests and inquiries.
• Prepare and negotiate consumer payment agreements.
• Initiate follow-ups to address customer inquiries about billing, service, or product questions.
• Investigate complaints against municipal and public utilities companies related to shutdowns, billing, or service issues.
• Act as the agency’s primary contact for consumer and utilities matters.
• Explain applicable rates for regulated utilities (electric, gas, water, telephone, and cable) to customers.
• Enforce orders, rules, and regulations regarding consumer affairs and utility rates.
• Educate the public on their rights and duties under utility regulations.
• Plan, schedule, and conduct informal and formal evidentiary hearings in compliance with regulatory requirements.
• Ensure hearings are conducted fairly and analyze case information to prepare written reports, recommendations, and findings.
• Perform related duties as required.

Requirements

• Working knowledge of consumer protection rules and regulations.
• Familiarity with applicable rates for regulated utilities.
• Ability to prepare and negotiate consumer payment agreements.
• Strong communication skills and professionalism in dealing with the public.
• Ability to resolve consumer concerns or problems courteously and effectively.
• Ability to follow written and oral directions.

Qualifications

Education and experience equivalent to:

• Graduation from a senior high school.
• Employment in a responsible position involving customer service techniques, strategies, and approaches.

Or any combination of education and experience that substantially meets the above criteria.