Consumer Complaint Analyst
Arts In Wilmington, Raleigh, NC, United States
**Agency**Dept of Commerce**Division**Utilities-Public Staff**Job Classification Title**Consumer Complaint Analyst (NS)**Position Number**60081102**Grade**NC08The North Carolina Department of Commerce is the state's lead agency for economic, community and workforce development. The department works with local, regional, national and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians.The Department connects businesses with the site locations, workforce and infrastructure they need to succeed in one of the nation's top states for business. We also connect local communities with the grants and funding they need to attract new business and ensure future prosperity.**Description of Work**
The Department of Commerce, Division of Public Staff Utilities Commission, is looking for an Consumer Complaint Analyst.
Complaint Analysts in the Consumer Services Division are primarily responsible for handling consumer complaints and providing dispute resolution for issues involving regulated utility companies under the jurisdiction of the NC Utilities Commission. These utilities include communications, electric, natural gas, and water providers.
Complaints may involve matters such as payment arrangements, rates and tariffs, deposits, quality of service, billing disputes, unauthorized changes in long-distance service, and other related concerns.
Staff members collaborate regularly with colleagues across the Communications, Electric, Natural Gas, Water, and Legal Divisions to efficiently address and resolve consumer issues. The Public Staff serves as an advocate for the using and consuming public, ensuring that concerns related to regulated utility services in North Carolina are addressed fairly and effectively.
This a full-time position (40 hours per week) with State Benefits, including health insurance, as well as retirement.
Incentives of NC State Employment
We value our employees and offer a wide variety of competitive and family-friendly benefits.
Benefits to include:
• 12 Annual Paid Holidays and monthly accrual of vacation and sick leave.
• North Carolina State Health Plan administered by Aetna.
• Supplemental Benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental, and Vision.
• NC State Retirement (TSERS), 401(k), and 457 savings plans.
• WeSave Employee Discounts
• Eligibility for the Public Service Loan Forgiveness Program.
Learn more about new hire resources, safety, health, and wellness information, leave options, employee discounts and more by selecting the link below: https://oshr.nc.gov/state-employee-resources/benefits
Note to Current State Employees
The salary grade for this position is NC08. State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position. If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity. Based upon those factors, a pay increase MAY result.**Knowledge Skills and Abilities/Management Preferences****Recruitment Range: $39,244 - $62,000****Important: This posting closes at 11:59:59 PM the night BEFORE the End Date above**Management Preferences - Optional: These skills are not required but managers may choose to interview/select applicants who demonstrate Management Preferences.**Knowledge, Skills and Abilities / Competencies*** Demonstrated experience facilitating interactions and mediating disputes between consumers and regulated utility companies.* Demonstrated ability to identify issues, gather relevant information, analyze and compare data from multiple sources, and develop appropriate solutions.* Demonstrated ability to apply effective decision-making approaches when determining courses of action and reaching sound conclusions.* Demonstrated ability to clearly communicate, both in writing and verbally, the results of investigations, including applicable Commission rules, regulations, and utility rates, tariffs, terms, and conditions.* Demonstrated ability to build and maintain effective working relationships with colleagues, customers, regulators, utility representatives, and the general public.**Education and Experience Requirements****APPLICANTS MUST MEET THE EDUCATIONAL AND EXPERIENCE REQUIREMENT IN ORDER TO QUALIFY FOR THIS POSITION.**
***Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the******for details.***Bachelor’s degree from an appropriately accredited institution and one year experience in complaint analyst work, preferably in a public utility operational or regulatory environment;OrAn equivalent combination of education and experience.**Supplemental and Contact Information**The Public Staff is an independent agency created in 1977 to review, investigate, and make appropriate recommendations to the North Carolina Utilities Commission with respect to the reasonableness of rates charged and adequacy of service provided by any public utility and with respect to the consistency with the public policy of assuring an energy supply adequate to protect the public health and safety. The Public Staff shall intervene on behalf of the using and consuming public in all Commission proceedings affecting rates or service.The Public Staff will also:· Petition the Commission to initiate proceedings when in the public interest.· Intervene in all certificate applications and assist the Commission in analysis.· Make recommendations to the Commission with respect to standards, regulations, or practices.· Investigate formal and informal complaints affecting the using and consuming public.· Intervene in all proceedings for franchise transfers, mergers, and consolidations of public utilities.·Review, investigate, and recommend action to the Commission regarding affiliate contracts.About the Department of Commerce
The
is the state's lead agency for economic, community, and workforce development. The department works with local, regional, national, and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians.Commerce is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws, and Executive Orders. Commerce does not provide employment visa sponsorship. Applicants must be legally authorized to work in the United States at the time of hire and throughout employment.**NC Department of Commerce uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the****with the most qualified individuals. The Minimum Education and Experience (E&E) is REQUIRED to qualify for this position. All work history and education (including accurate dates of employment/attendance) must be documented on the application. Transcripts may be attached to supplement education and work experience may include internships, volunteerism, and full and part-time work. Supplemental Questions are also a required part of the application: answers must reference education or work experience listed on the application.****"Resumes may be attached as a supplement to the application but are not a substitution for a complete application."****We are committed to reviewing requests for reasonable accommodation at any time during the hiring process and throughout employment.
Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications #J-18808-Ljbffr
The Department of Commerce, Division of Public Staff Utilities Commission, is looking for an Consumer Complaint Analyst.
Complaint Analysts in the Consumer Services Division are primarily responsible for handling consumer complaints and providing dispute resolution for issues involving regulated utility companies under the jurisdiction of the NC Utilities Commission. These utilities include communications, electric, natural gas, and water providers.
Complaints may involve matters such as payment arrangements, rates and tariffs, deposits, quality of service, billing disputes, unauthorized changes in long-distance service, and other related concerns.
Staff members collaborate regularly with colleagues across the Communications, Electric, Natural Gas, Water, and Legal Divisions to efficiently address and resolve consumer issues. The Public Staff serves as an advocate for the using and consuming public, ensuring that concerns related to regulated utility services in North Carolina are addressed fairly and effectively.
This a full-time position (40 hours per week) with State Benefits, including health insurance, as well as retirement.
Incentives of NC State Employment
We value our employees and offer a wide variety of competitive and family-friendly benefits.
Benefits to include:
• 12 Annual Paid Holidays and monthly accrual of vacation and sick leave.
• North Carolina State Health Plan administered by Aetna.
• Supplemental Benefits including Flexible Spending Accounts, Accident Insurance, Cancer & Specified Disease, Critical Illness, Dental, and Vision.
• NC State Retirement (TSERS), 401(k), and 457 savings plans.
• WeSave Employee Discounts
• Eligibility for the Public Service Loan Forgiveness Program.
Learn more about new hire resources, safety, health, and wellness information, leave options, employee discounts and more by selecting the link below: https://oshr.nc.gov/state-employee-resources/benefits
Note to Current State Employees
The salary grade for this position is NC08. State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position. If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity. Based upon those factors, a pay increase MAY result.**Knowledge Skills and Abilities/Management Preferences****Recruitment Range: $39,244 - $62,000****Important: This posting closes at 11:59:59 PM the night BEFORE the End Date above**Management Preferences - Optional: These skills are not required but managers may choose to interview/select applicants who demonstrate Management Preferences.**Knowledge, Skills and Abilities / Competencies*** Demonstrated experience facilitating interactions and mediating disputes between consumers and regulated utility companies.* Demonstrated ability to identify issues, gather relevant information, analyze and compare data from multiple sources, and develop appropriate solutions.* Demonstrated ability to apply effective decision-making approaches when determining courses of action and reaching sound conclusions.* Demonstrated ability to clearly communicate, both in writing and verbally, the results of investigations, including applicable Commission rules, regulations, and utility rates, tariffs, terms, and conditions.* Demonstrated ability to build and maintain effective working relationships with colleagues, customers, regulators, utility representatives, and the general public.**Education and Experience Requirements****APPLICANTS MUST MEET THE EDUCATIONAL AND EXPERIENCE REQUIREMENT IN ORDER TO QUALIFY FOR THIS POSITION.**
***Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the******for details.***Bachelor’s degree from an appropriately accredited institution and one year experience in complaint analyst work, preferably in a public utility operational or regulatory environment;OrAn equivalent combination of education and experience.**Supplemental and Contact Information**The Public Staff is an independent agency created in 1977 to review, investigate, and make appropriate recommendations to the North Carolina Utilities Commission with respect to the reasonableness of rates charged and adequacy of service provided by any public utility and with respect to the consistency with the public policy of assuring an energy supply adequate to protect the public health and safety. The Public Staff shall intervene on behalf of the using and consuming public in all Commission proceedings affecting rates or service.The Public Staff will also:· Petition the Commission to initiate proceedings when in the public interest.· Intervene in all certificate applications and assist the Commission in analysis.· Make recommendations to the Commission with respect to standards, regulations, or practices.· Investigate formal and informal complaints affecting the using and consuming public.· Intervene in all proceedings for franchise transfers, mergers, and consolidations of public utilities.·Review, investigate, and recommend action to the Commission regarding affiliate contracts.About the Department of Commerce
The
is the state's lead agency for economic, community, and workforce development. The department works with local, regional, national, and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians.Commerce is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws, and Executive Orders. Commerce does not provide employment visa sponsorship. Applicants must be legally authorized to work in the United States at the time of hire and throughout employment.**NC Department of Commerce uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the****with the most qualified individuals. The Minimum Education and Experience (E&E) is REQUIRED to qualify for this position. All work history and education (including accurate dates of employment/attendance) must be documented on the application. Transcripts may be attached to supplement education and work experience may include internships, volunteerism, and full and part-time work. Supplemental Questions are also a required part of the application: answers must reference education or work experience listed on the application.****"Resumes may be attached as a supplement to the application but are not a substitution for a complete application."****We are committed to reviewing requests for reasonable accommodation at any time during the hiring process and throughout employment.
Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications #J-18808-Ljbffr