Introduction
The Maryland Public Service Commission is seeking an Administrator to work within the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and telephone carriers, as well as for-profit water and sewage disposal companies. The Commission also has the authority to license gas and electric suppliers, adopt complaint procedures, and establish consumer protection standards regarding supplier services. CAD is the Commission’s dispute resolution office that answers utility customer questions and investigates utility service complaints. CAD is responsible for the enforcement of the Commission’s statutes, regulations, and orders governing regulated entities. We seek qualified candidates to investigate complaints at all level of complexity, overseeing the work of lower-level staff, providing supervision and guidance.
Our Work Environment
● Downtown Baltimore/Inner Harbor area
● Transit-friendly location near the Metro (Charles Center), Light Rail (Baltimore Arena), and numerous bus stops
● Hybrid work schedule
● Smart casual dress code
● Collaborative team environment
GRADE
16
LOCATION OF POSITION
Public Service Commission
6 Saint Paul Street
Baltimore, MD 21202
POSITION DUTIES
The main purpose of this position is to investigate complaints of all levels of complexity, operating at a high level of independence. To provide supervision and guidance to lower-level CEU staff. To mediate, make determinations, and respond to consumer complaints against any gas, electric, telecommunication, for-profit water utilities, or competitive suppliers. To communicate with stakeholders and members of the community with professionalism and courtesy. To accurately collect, enter, and analyze data in CAD’s database to make written recommendations that inform CEU decision-making. To ensure compliance with Maryland laws and regulations, applicable tariffs, as well as Commission Orders and decisions. Excellent communication skills, both written and verbal, are essential.
● Direct or assist in the direction of daily operations of the division
● Provide accurate guidance as well as consistent and uniform information to lower-level staff. Lend support and treat all subordinates in a fair and professional manner.
● Work with lower-level staff to investigate and resolve consumer complaints of all levels of complexity using established CAD procedures and timelines, applicable Maryland laws and regulations, as well as Commission Orders and decisions.
● Accurately collect, enter, and analyze data in CAD’s database to make written recommendations that inform departmental decision-making.
● Develop and regularly update training materials to ensure it contains appropriate policies and procedures for employees.
● Conduct training for new investigators, review investigators' cases for completeness and accuracy and instruct investigators on proper procedures for handling consumer complaints so issues are resolved in a consistent and appropriate manner.
● Respond to both informal and formal complaints.
● Provide information to consumers, utility representatives, and others maintaining a high standard of professionalism.
● Create and regularly update professional, accurate and easy to read form letters, fact sheets and brochures for use by all investigators to provide to consumers.
● Assist in developing monthly reports compiling statistical information concerning consumer complaints.
● Answer questions and provide accurate information to the public, public officials, and utility representatives while remaining familiar with current events in the energy industry as well as results of proceedings pending before the Commission.
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Four years of administrative staff or professional work.
Notes:
1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience.
3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience.
DESIRED OR PREFERRED QUALIFICATIONS
Knowledge and a practical understanding of electricity, gas, or telecommunications industries.
Experience handling customer complaints and/or dispute resolutions.
Supervision in a customer service, relationship management, government, or other professional environment where there is a significant administrative component to work responsibilities
LIMITATIONS ON SELECTION
This recruitment is lilmited to current employees of the Maryland Public Service Commission only.
LICENSES, REGISTRATIONS AND CERTIFICATIONS
Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.
SELECTION PROCESS
Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.
EXAMINATION PROCESS
The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.
For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.
BENEFITS
FURTHER INSTRUCTIONS
Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.
For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.
We thank our Veterans for their service to our country.
People with disabilities and bilingual candidates are encouraged to apply.
As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.
