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8722
CONSUMER AFFAIRS TECHNICIAN
Nature of Work
Under general supervision, performs full-performance level
technical and/or paraprofessional work in the field of utility
regulations. Handles complaints through public contact work in
the receipt, investigation and resolution of consumer complaints
brought by consumers against utilities or businesses regulated by
the state or against state agencies providing public service.
Assists professional staff in the compilation of data and reports
of utility operation; assists in the compilation, printing and
distribution of Public Service Commission decisions and orders.
Performs related work as required.
Examples of Work
Reviews and performs analysis of technical reports, forms
and/or other information submitted to ensure compliance with
State and Federal regulations.
Provides technical assistance to other employees in the
resolution of complaints and the interpretation of applicable
statutes, regulations and policies.
Logs complaints from written correspondence, telephone or in
person.
Confers with utility or business representatives to gather
information and promote correction of unsatisfactory services or
conditions.
Interprets applicable statutes, regulations and policies in
attempting to resolve the complaint; confers with professional
staff as necessary.
Compiles and prepares technical reports from information
submitted and/or tracking data for supervisor(s) and/or legal
requirements.
Compiles, organizes an distributes commission decisions and
orders; maintains current and past files on same.
Knowledge, Skills and Abilities
Knowledge of state and federal regulations concerning utilities
monitoring and enforcement.
Knowledge of the rules and regulations of the agency.
Ability to interact effectively with consumers, public and
business officials.
Ability to reduce conflict in the resolution of consumer
complaints.
Ability to interpret applicable statutes, regulations and
policies.
Ability to compile information on number and kind of complaints
received and resolved; prepares reports on same.
Ability to communicate effectively, both verbally and in
writing.
Minimum Qualifications
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Training:
Graduation from a standard four-year high school or
the equivalent.
Experience:
Four years of full-time or equivalent part-time
paid public contact work in the resolution of complaints or
claims or complex office support work in a public utility or
utility regulatory agency.
Substitution:
Successful full-time study in an accredited
college or university or resident business or vocational school
may be substituted through an established formula for the
required experience. Thirty semester hours earned in an
accredited college or university is considered equal to one
year of experience. Business or vocational training must be
at least six hours daily in a resident school to be
considered full-time and thirty-six weeks of training is equal to
one year of experience.
Established: 9/16/93
Effective:
10/16/93