Assistant Rate Specialist; Hybrid

The State of Connecticut, Public Utilities Regulation Authority (PURA) is seeking an Assistant Rate Specialist to join their team in New Britain.

• Professional growth and development opportunities
• A healthy work/life balance!
• Thirteen (13) paid holidays each calendar year.

The schedule for this position is Monday-Friday, 8:00 AM - 5:00 PM.

The Assistant Rate Specialist performs a range of technical, analytical, and customer service responsibilities related to the review and resolution of consumer complaints and inquiries concerning regulated utility services. This position is part of the Education and Outreach Unit within the Office of Education, Outreach, and Enforcement.

A significant component of this position is direct customer service and complaint resolution. The Assistant Rate Specialist will communicate directly with customers by telephone, email, and other agency channels; obtain and document information regarding customer concerns; review utility account and service information; explain applicable utility requirements, programs, and processes; and work with customers and regulated utilities to facilitate the resolution of complaints and inquiries.

The position may handle matters involving billing, rates, service quality, payment arrangements, energy assistance, reliability, metering, and other utility-related issues.

The Assistant Rate Specialist will review complaints and related documentation, conduct research, gather and organize information from customers and utilities, identify issues requiring additional review or escalation, and assist with the examination of more complex complaints and utility matters. The incumbent may participate in investigations, audits, inspections, and other regulatory assignments and will prepare written summaries, analyses, correspondence, and other work products documenting findings and supporting staff review.

The position will also support the agency's public education and outreach responsibilities. This may include communicating information about utility services, customer protections, energy affordability programs, and available assistance to members of the public; respond to inquiries; supporting outreach activities; and helping translate technical or regulatory information into clear information for customers and other non-technical stakeholders.

The Assistant Rate Specialist may also support agency projects and proceedings associated with PURA’s implementation of its Equitable Modern Grid Initiative and provisions of Public Act 20-5, known as the “Take Back Our Grid” Act. Assignments may include supporting utility rate and service proceedings, examinations of electric utility distribution and interconnection practices, and inspections, audits, and investigations involving regulated electric, gas, water, and telecommunications companies.

The Assistant Rate Specialist may assist with research, data analysis, preparation of reports and other written work products, and preparation for formal hearings and other proceedings. These assignments provide the opportunity to apply the position’s customer service, technical, analytical, and regulatory skills to broader agency initiatives while supporting the agency’s consumer protection, regulatory, education, and outreach missions.

PURA is divided into multiple offices, each of which specialize in the execution of different portions of PURA’s broad statutory authority and mission statement to ensure safe, adequate, and reliable utility service at reasonable rates. PURA is responsible for regulating the many aspects of Connecticut's utility sectors, which can be categorized into three key buckets:

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