APPLICATION INSTRUCTIONS
To apply, submit a cover letter, resume, and a copy of any college transcripts you may have to: Illinois Commerce Commission, Human Resources Department, 527 East Capitol Avenue, Springfield, Illinois 62701 or via email to ICC.HumanResources@illinois.gov by 5:00 p.m. on October 15, 2025. Questions may be referred to Valerie Tate at 217-782-3618 (work), 217-606-9734 (cell), or Valerie.N.Tate@illinois.gov.
Why Work for Illinois?
Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re a part of something bigger—something that touches the lives of every person who calls Illinois home.
No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.
Position Overview
Under direction of the Division Manager of Consumer Services (CSD), investigates consumer complaints and violations of the Illinois Commerce Commission (ICC) Administrative Codes, rules and regulations and approved tariffs; and assists consumers in filing and resolving informal complaints, both in English and Spanish.
Essential Functions
- Receives and responds to inquiries and consumer complaints directly from consumers or by referral through a variety of sources including by telephone, written correspondence, and online. Utilizes required knowledge by providing education to consumers seeking assistance. Determines if and to what extent the subject of the complaint falls within the Commission’s jurisdiction, taking into consideration changes in the regulation of the utility industry.
- Evaluates the nature of the complaint and determines the appropriate dispute resolution method; if complaint requires investigation, notifies the utility of the complaint, and requests a report with supporting documentation. Analyzes the report submitted by the utility, obtains any additional facts necessary and completes comprehensive review, including research and interpretation of tariffs if appropriate. Secures and records in the ACTS database pertinent detailed information concerning the consumer’s complaint and subsequent contacts with the utility. Contacts the consumer with an explanation of the findings and disposition of the informal case. Explains the escalation processes, including mediation and formal hearings, that are available to consumers who are not satisfied with the disposition of the informal case.
- Answers calls on the CSD main line and route items as appropriate within CSD and to other divisions at the ICC.
- Expands upon their knowledge of the laws, administrative rules, and policies affecting Illinois utility customers; assimilating this knowledge to best serve the public.
- Records public comments in docketed cases from customers calling CSD and reviews public comments submitted online, ensuring items posted to the case are in accordance with 2 Il Admin Code Part 1700.
- Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.
Minimum Qualifications
- Knowledge, skill and mental development equivalent to a bachelor’s degree in business administration, public administration, public policy, communications or closely related field.
- Requires the ability to speak and write English and Spanish at a colloquial skill level.
Preferred Qualifications
- Prefers at least one (1) year of experience exhibiting working knowledge of the Public Utilities Act, Illinois Administrative Codes, approved company tariffs, and other regulatory information.
- Prefers working knowledge of the personal computer and Microsoft Office Suite (Excel, Word Outlook) and other applications.
- Prefers at least one (1) year of customer service experience.
- Prefers at least one (1) year of experience demonstrating ability to understand utility rates and billing procedures.
- Prefers at least one (1) year of experience demonstrating ability to communicate effectively verbally and in writing.
- Prefers at least one (1) year experience demonstrating ability to communicate professionally with consumers and utility representatives.
Illinois Commerce Commission is an equal opportunity employer.
