Bilingual; Spanish Consumer Agent; Dpuc

Bilingual (Spanish) Consumer Agent

Within the Division of Public Utilities and Carriers (DPUC), to respond to consumer inquiries regarding utilities; to provide consumers with a prompt, accurate and professional response to all requests and inquiries; to prepare consumer payment agreements; and to do related work as required.

Works under the general supervision of a superior in accordance with clearly defined policies and procedures; work is subject to review upon completion.

Usually none.

Illustrative examples of work performed:

• Within the Division of Public Utilities and Carriers (DPUC), to respond to consumer inquiries regarding utilities; to provide consumers with a prompt, accurate and professional response to all requests and inquiries; to prepare consumer payment agreements; and to do related work as required.
• To receive and respond to incoming correspondence by either telephone, letter or e-mail.
• To initiate telephone call backs, correspondence and follow-ups to answer customer inquiries or requests for information concerning billing and general service/product questions.
• To receive and investigate complaints against municipal and public utilities companies regarding shutdowns, billing, service problems, etc.
• To act as the agency consumer and utilities contact.
• To explain applicable rates for all regulated utilities to customers.
• To be responsible for the enforcement of orders, rules and regulations of the Division of Public Utilities and Carriers (DPUC) and the Public Utilities Commission (PUC) regarding consumer affairs and rates of electric, gas, water, telephone and cable utilities.
• To answer inquiries of the public regarding their rights and duties under these requirements.
• To prepare consumer payment agreements.
• To plan, schedule, organize and conduct informal and formal evidentiary hearings in accordance with the orders, rules and regulations of the Division of Public Utilities and Carriers (DPUC) and the Public Utilities Commission (PUC) regarding consumer affairs and rates of electric, gas, water, telephone and cable utilities.
• To ensure hearings are conducted in a fair and orderly manner.
• To analyze and evaluate pertinent case information and make evaluations and conclusions thereon. To prepare written reports, recommendations and findings concerning informal and formal evidentiary hearings.
• To negotiate consumer payment agreements with utilities.
• To do related work as required.

Required qualifications for appointment:

Knowledge, skills and capacities: A working knowledge of the rules and regulations developed by the PUC and the DPUC pertaining to consumer protection; a working knowledge of the applicable rates for all regulated utilities; the ability to prepare consumer payment agreements; the ability to communicate effectively; the ability to deal courteously with the public and resolve consumers' concerns and/or problems; the ability to understand and carry out written and oral directions;

and related capacities and abilities.

Education and experience:

Graduation from a high school; and employment in a responsible position involving customer service techniques, strategies and approaches. Or, any combination of education and experience that shall be substantially equivalent to the above education and experience.

Special requirements:
At the time of appointment, must be fluent in both English, and Spanish.