Utility Consumer Program Specialist Trainee* or Utility Consumer Program Specialist 1

Utility Consumer Program Specialist 1Under general supervision, the Utility Consumer Program Specialist 1 performs a variety of activities and tasks in connection with the investigation and resolution of consumer complaints regarding shared metering conditions against the electric, steam, and gas service providers operating in New York State. These complaints include meter problems, billing problems, transferred balances, or other disputes requiring investigations and formal reply by the Department. Duties will 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/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.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.Collecting, organizing, and reporting data from the complaint tracking systems for review by higher level staff and 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.Minimum qualifications for Utility Consumer Program Specialist Trainee, NS, must meet the following qualifications:Two years of experience in investigating customer inquiries and complaints 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.Substitutions: An associate degree in a related field can substitute for two years of specialized experience; a bachelor's degree in a related field can substitute for four years of experience; a master's degree in a related field can substitute for five years of experience; and a doctorate in a related field can substitute for six years of experience.In order to be appointed as a Utility Consumer Program Specialist 1, Grade 14, candidates must meet the qualifications listed above, but with four years of experience.Examples of non-qualifying experience include but are not limited to: HVAC installation and repair; face to face sales; banking; telephone/telemarketing; cable TV installers; energy service company sales; or solar panel sales.Candidates who are currently eligible, who meet the qualifications listed in the "Non-Competitive (NY HELPS)" section above are encouraged to apply. If interested in this position and applying using your 55-b/c status, please provide a copy of your current 55-b/c eligibility letter. Individuals meeting the minimum qualifications who achieved any score on the most recent holding of the Utility Consumer Assistance Specialist Trainee/Utility Consumer Program Specialist Trainee have been canvassed and do not need to apply to this posting. Current New York State employee with one year or more of permanent, competitive, or 55-b/c service as a Utility Consumer Program Specialist 1, Grade 14; OR current New York State employee with one year or more of permanent competitive, or 55-b/c service in a qualifying title and eligible for transfer under section 70.1 or 70.4 of the Civil Service Law.The New York State Department of Public Service (DPS or Department) works to: ensure safe, affordable, and reliable access to electric, gas, steam, water, and telecommunications services at just and reasonable rates for New York State customers, protect the natural environment, reduce greenhouse gas emissions via transmission and siting of renewable energy resources, and augment the resiliency of utility infrastructure.Successful completion of the one-year traineeship leads to appointment as a Utility Consumer Program 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 (within one year of permanent appointment), 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 a 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 to determine transfer eligibility. Due to the nature of these positions, there may be an investigative screening which could include a thorough character investigation. All convictions must be reported. Conviction of a felony or misdemeanor or any falsified or omitted information may bar appointment or result in removal after appointment. Each case is determined on its own merit, consistent with the applicable provisions of State and federal laws.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.