Introduction
The Maryland Public Service Commission is seeking a Constituent Services Associate III to workwithin the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities including gas electric and telephone carriers as well as for-profit water and sewage disposal companies. The Commission also has the authority to license gas and electric suppliers adopt complaint procedures and establish consumer protection standards regarding supplier services.
CAD is the Commissions dispute resolution office that answers utility customer questions andinvestigates utility service complaints. CAD is responsible for the enforcement of the Commissions statutes regulations and orders governing regulated entities.
Our Work Environment
Downtown Baltimore/Inner Harbor area
Transit-friendly location near the Metro (Charles Center) Light Rail (Baltimore Arena) and
numerous bus stops
Hybrid work schedule
Smart casual dress code
Collaborative team environment
GRADE
15
LOCATION OF POSITION
6 St. Paul StreetBaltimore MD 21202
Main Purpose of Job
POSITION DUTIES
Communication Management and Customer Service Duties
Independently provide exceptional and professional customer service to citizens and stakeholders on issues related to utility regulation ensuring that communications receive prompt responses according to established office guidelines policies and procedures.
Coordinates external communications and serves as liaison with representatives of other agencies in the State legislature private industry or local government agencies.
Formulates reports in the complaint data management system to make recommendations based on analysis of data related to communications and complaints received.
Participates in the program planning process by developing forecasts proposals or procedures to present to Director to facilitate orderly managed growth in the face of changing data trends.
Consistently communicates with Director to ensure alignment with Division priorities and goals.
Support consumer and stakeholder education initiatives.
Support data integrity by ensuring that all complaint and communication data is timely and accurately entered into the complaint management database and categorized appropriately. Promptly correct deficiencies consumer misfilings and similar.
Verify data accuracy and quality through audits deduplication complaint assignment primary issue review and complaint lifecycle management (including initiation of requests for Further Review internal Staff consultation referrals).
Continually stay informed on current events and changes to utility related law regulations and procedures including but not limited to: the Code of Maryland Regulations Commission Orders tariffs Maryland Code (Public Utilities Article as well as Commercial Law Article and others as applicable)
Lend support and engage with all colleagues with respect and professionalism.
Attendance at meetings site visits outreach and other external events as necessary.
Administrative Duties
Create and regularly update professional accurate and easy to read form letters contact lists fact sheets and other materials for use by staff.
Prepare written response no later than the due date for assignments from Chairman and/or Executive Secretary or their designees and assist Manager in drafting responses and researching issues.
Prepare written responses documents and other materials no later than the due date for assignments from others (ie: Office of General Counsel PIA requests Technical Staffs request for documents etc). Ensure that materials are clearly organized and that you are responsive to questions concerning same.
Assist complaint management database users with onboarding and basic troubleshooting.
Performs other duties as needed.
MINIMUM QUALIFICATIONS
Education:Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Three years of administrative staff or professional work.
Notes:
1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to twoyears of the required experience.
2. Candidates may substitute the possession of a Bachelors degreefrom a college or universityfor the required experience.
3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans policies rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the requiredexperience.
DESIRED OR PREFERRED QUALIFICATIONS
- Knowledge and a practical understanding of electricity gas or telecommunications industries.
- Experience in the resolution of written customer complaints a constituent services role or public information or communications role.
- Experience in Salesforce or similar complaint management or customer relationship management
software.
LICENSES REGISTRATIONS AND CERTIFICATIONS
Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operators license valid in the State of Maryland.
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing will not consider information submitted after this candidates will be ranked as Best Qualified Better Qualified or Qualified and placed on theeligible (employment) list for at least one year.
EXAMINATION PROCESS
The assessment may consist of a rating of your education training and experience related to the requirements of the is important that you provide complete and accurate information on your report all experience and education that is related to this position.
BENEFITS
FURTHER INSTRUCTIONS
Online applications are highly recommended. However if you are unable to apply onlinethe paper application and supplemental questionnaire may be submitted to:Department of Budget and Management Recruitment andExamination Division 301 W. Preston St. Baltimore MD application materials must be received in our officeby theclosing date for the recruitment. No postmarks will be accepted.
For questions regarding this recruitment please contact theDBM Recruitment andExamination Division at or MD TTY Relay Service 1-.
We thank our Veterans for their service to our country.
People with disabilities and bilingual candidates are encouraged to apply.
As an equal opportunity employer Maryland is committed to recruitment retaining and promoting employees who are reflective of the States diversity.