Utility Consumer Assistance Specialist Trainee*, NS or Utility Consumer Assistance Specialist 1, Grade 14 (NY HELPS) in NYC

Non-Competitive (NY HELPS)**:

Either 1.  two years of experience*** (see substitutions below) in one or more of the following: Investigating customer inquiries and complaints as a customer service representative or responding to customer inquiries in a call center environment; Developing public awareness or consumer education programs relating to utility matters including, but not limited to, presentations to consumers, consumer advocates, regulatory agency personnel, or utility industry representatives; Conducting investigations involving energy, telecommunications, water, or cable service; Analyzing and/or researching information or data related to energy, telecommunications, water, or cable service; Designing survey instruments to measure and track customer satisfaction in utility industries, or analyzing and/or preparing reports on results of such surveys; Conducting inspections or tests of energy or water meters or telecommunications devices; or Analyzing utility customer education programs and/or customer service performance;

Or 2. 30 semester credit hours of college level study and one year of experience in one or more of the areas as described in #1 above;

Or 3. an associate degree or 60 semester credit hours of college level study.

OR

2. 30 semester credit hours of college level study AND one year of experience in one or more of the areas as described in #1 above; OR

3. an associate degree OR 60 semester credit hours of college level study.

In order to be appointed as a Utility Consumer Program Specialist 1, Grade 14, candidates must meet the qualifications listed above, but with three years of experience for number 1, two years of experience for number 2, or one year of experience for number 3:

***Substitutions: an associate degree may substitute for two years of specialized experience; a bachelor’s degree may substitute for four years of specialized experience.

 Duties Description: 

The Utility Consumer Assistance Specialist 1, Grade 14,performs tasks in the Call Center environment (both in-office and remotely) associated with receiving complaints and inquiries about regulated and competitive energy, telecommunications, cable, and water service providers. The Utility Consumer Assistance Specialist 1 provides information and answers questions; reviews and analyzes company records; inspects and/or tests the equipment of service providers; and responds to customer complaints and inquiries both verbally and in writing. The Utility Consumer Assistance Specialist 1 also records and gathers complaint and workload information and assists in preparing reports. Additional duties include, but are not limited to:
• Conducting in-person and telephone interviews and reviewing written submissions from utility customers for the purpose of initiating a complaint investigation against a utility service provider or responding to a customer’s question about their utility service, Department policies and programs, or NYS laws, rules, and regulations regarding utility service.
• Gathering and recording information required to respond to a customer complaint or inquiry using a customer relationship management system; identifying errors in billing, rates, timeliness, and adequacy of service or improper practices; and instructing the service provider to produce information and records to take appropriate action.
• Advocating for customers who may need assistance paying bills and negotiating deferred payment arrangements.
• Negotiating and mediating the resolution of disputes between utility providers and customers.
• Communicating with customers to inform them of the determination of the complaint investigations and advising them of what further steps may be taken to pursue their case.
• Reviewing and evaluating information received on the Statewide emergency “Hotline” and determining the action that should be taken regarding the initiation, continuation, or restoration of residential electric and gas service pursuant to Public Service Law and Public Service Commission regulations.
• Collecting, organizing, and reporting data from the complaint tracking systems for review by higher level staff.
• Informing supervisor of trends in complaints that require further investigation.
• Using the Limited English Proficiency (LEP) procedures to assist customers who speak a different language with translations and interpretations.
• Conducting in-person and telephone interviews and reviewing written submissions from utility customers for the purpose of initiating a complaint investigation against a utility service provider or responding to a customer’s question about their utility service, Department policies and programs, or NYS laws, rules, and regulations regarding utility service.
• Gathering and recording information required to respond to a customer complaint or inquiry using a customer relationship management system; identifying errors in billing, rates, timeliness, and adequacy of service or improper practices; and instructing the service provider to produce information and records and take appropriate action.
• Advocating for customers who may need assistance paying bills and negotiating deferred payment arrangements.
• Negotiating and mediating the resolution of disputes between utility providers and customers.
• Communicating with customers to inform them of the determination of the complaint investigations and advising them of what further steps may be taken to pursue their case.
• Reviewing and evaluating information received on the Statewide emergency “Hotline” and determining the action that should be taken regarding the initiation, continuation, or restoration of residential electric and gas service pursuant to Public Service Law and Commission regulations.
• Collecting, organizing, and reporting data from the complaint tracking systems for review by higher level staff; informing supervisory staff of trends in complaints that require further investigation.
• Using the Limited English Proficiency (LEP) procedures to assist customers who speak a different language with translations and interpretations.

Additional Comments: 

*Successful completion of the one-year traineeship leads to appointment as a Utility Consumer Assistance Specialist 1, Grade 14.

**This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS). For the duration of the NY HELPS Program, this title may be filled via a non-competitive appointment, which means no examination is required but all candidates must meet the minimum qualifications of the title for which they apply.

At a future date, it is expected employees hired under NY HELPS will have their non-competitive employment status converted to competitive status, without having to compete in an examination. Employees will then be afforded with all of the same rights and privileges of competitive class employees of New York State. While serving permanently in an NY HELPS title, employees may take part in any promotion examination for which they are qualified. 

****Candidates are encouraged to access GOT-IT on the Civil Service website (www.cs.ny.gov) to determine transfer eligibility.

The primary location for these positions will be either Albany or New York, NY. If a position is filled in the New York City location, the salary range above would increase by the Downstate Adjustment of $4,000.

Equal Opportunity Employer:

The Department of Public Service is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by contacting the Designee for Reasonable Accommodations (DRA) and Americans with Disabilities Act Coordinator which can be found under the Accessibility Link on the Department’s webpage at https://dps.ny.gov.

To Apply: 

Please send a resume, cover letter, and proof of meeting the minimum qualifications to recruiting@dps.ny.gov or fax to Human Resources Management at (518)473-9990.  Please reference “UCAS 1, NYHELPS posting 00543 - NYC” when applying.