Job Description and Duties
Individuals interested in applying for this vacancy must have eligibility. If you are new to state service or need to gain eligibility to this classification, please Click here to open the examination bulletin and follow the instructions on “How to apply”.
The examination is a separate process from applying for this vacancy. Please be sure to follow all instructions for each process.
Virtual interviews via web portals or phone may be offered as deemed appropriate and feasible by the hiring manager – standard in-person interviews will still be offered if conditions permit.
Under the general direction of the Staff Services Manager II of the Consumer Affairs Branch (CAB), the Staff Services Manager I (SSM I) is responsible for planning, organizing, managing, and directing the activities of the written contacts unit team members within the operations teams. The SSM I will direct and supervise the activities of Staff Services Analysts and Associate Governmental Program Analysts. CAB’s primary responsibilities are to assist consumers in resolving informal complaints with a utility in accordance with the utility’s rules and the Commission’s policies and to answer consumers’ questions regarding utility service and billing. The incumbent will lead/direct/manage a team will be responsible for collecting both qualitative and quantitative data from customers and utilities to help resolve customer complaints against CPUC regulated utilities. This position will focus on managing the workflow, contribute to and participate in creating new processes and implementing novel protocols of a team that will be required to conduct in depth analysis and research into customers complaints, coordination with utilities and other CPUC Divisions in addition to analysis and implementation of CPUC Codes, policies, and procedures to relevant customer complaints. The SSM I will assist the SSM II in identifying emerging consumer issues and recommend policies or changes to existing regulations and update or create procedures affecting consumers and customer programs. The SSM I will also assist the SSM II in communication and information exchange with utility executive offices regarding consumer issues.
You will find additional information about the job in the Duty Statement.
