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Consumer Complaint Investigator/Mediator

M20

Basic Purpose

Positions in this job family are involved in receiving, investigating and researching consumer complaints and inquiries regarding public utilities and/or the oil and gas industry.  This will include recommending satisfactory solutions to complaints.

Typical Functions

  • Receives complaints and inquiries from consumers or the public regarding public utility and/or oil and gas issues.
  • Conducts investigations and routes findings to proper authorities.
  • Serves as a liaison between the public and utilities and/or the oil and gas industry in resolving complaints.
  • Attends informal hearings concerning service termination by public utilities and/or oil and gas issues and may be called as a witness.

Level Descriptors

The Consumer Complaint & Mediator job family has four levels which are distinguished by the complexity of assignments, the level of expertise required to perform the duties assigned and the responsibility assigned for providing leadership to others.

Level I Code: M20A Salary Band: I

This is the basic level of this job family where employees are assigned responsibility for performing work in a training status under direct supervision to build their skills in receiving, investigating and resolving public complaints regarding public utility and/or oil and gas issues.  Incumbents will route results of investigations to the proper authorities, recommend solutions to complaints and may be called as a witness.

Knowledge, Skills and Abilities required at this level include knowledge of business communications; of basic mathematics; of consumer affairs; of modern office practices and procedures; and of methods of conducting investigations.  Ability is required to establish and maintain effective working relationships with others; to analyze problems and recommend effective solutions; to conduct several projects simultaneously; and to communicate effectively, both orally and in writing.

Education and Experience requirements consist of a bachelor’s degree; or an equivalent combination of education and experience, substituting one year of experience receiving, analyzing and resolving public and/or customer complaints involving the oil and gas industry, public utilities or regulatory agencies, for each year of the required education.

Level II Code: M20B Salary Band: J

This is the career level of this job family where employees are assigned responsibility for receiving, investigating and resolving consumer complaints and mediations including some of a more complex and sensitive nature; recommend solutions to complaints, and attend and be called as a witness at hearings and/or hearings on oil and gas issues.

Knowledge, Skills and Abilities required at this level include those identified in Level I.

Education and Experience requirements at this level consist of those identified in Level I plus two years of experience receiving and resolving public and/or customer complaints involving the oil and gas industry, public utilities or regulatory agencies.

Level III Code: M20C Salary Band: K

This is the specialist level of this job family where employees are assigned independent responsibility for receiving, investigating and resolving consumer complaints and mediations at all levels of complexity and sensitivity.  Incumbents at this level may provide training, guidance and assistance to lower-level employees and may act as team leader during difficult or long-term investigations and mediations.

Knowledge, Skills and Abilities required at this level include those identified in Level II plus ability to investigate and mediate complaints of a complex nature in an independent manner.

Education and Experience requirements at this level consist of those identified in Level II plus two additional years of qualifying experience.

Level IV Code: M20D Salary Band L

This is the leadership level of this job family where employees are assigned duties at all levels of complexity and sensitivity.  Incumbents will serve as a first-level supervisor with responsibility for planning day-today operations of assigned staff, including reviewing and assigning work, ensuring completion of assigned activities and providing training.  This will also include completing performance evaluations, approving leave and initiating disciplinary actions.  Incumbents at this level will develop or assist in developing operations, policies and/or procedures, and may represent the Commission at rulemaking meetings, or in making presentations to industry and the general public.

Knowledge, Skills and Abilities required at this level include those identified in level III plus knowledge of effective supervisory principals and practices.

Education and Experience requirements at this level consist of those identified in Level III plus two additional years of qualifying experience. NOTE: Incidental experience gained as a customer service representative resolving complaints against the employing company or organization or its employees shall not be considered qualifying.

Special Requirements

Applicants must be willing and able to fulfill all job-related travel normally associated with this position.

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