PUC Jobs Board

The State Corporation Commission’s (“SCC” or “Commission”) seeks a Consumer Services Manager to join its Division of Public Utility Regulation (“PUR” or “Division”). This division of the SCC provides support to the Commission in its regulation of Virginia’s investor-owned electric, natural gas, water and sewer utilities, member-owned electric cooperatives, and the telecommunications industry. This Consumer Services Manager oversees the Division’s consumer complaint investigation process and the Consumer Services Specialists who manage these investigations. The position offers an optional hybrid schedule, with some in-office and some telework days each week.

The responsibilities of the Consumer Services Manager include:

• Overseeing the work of a team of four Consumer Services Specialists
• Investigating and resolving consumer inquiries and complaints, particularly escalated and/or complex complaints
• Developing and maintaining procedures for handling complaints and inquiries
• Making appropriate staff assignments
• Coaching, training, and evaluating the performance of staff
• Monitoring the progress of complaint investigations and ensuring that complaints are investigated and resolved in a professional, timely, and comprehensive manner consistent with Commission policy, company tariffs, and Virginia statutes
• Tracking and reporting on trends and providing policy guidance on consumer issues
• Providing utility tariff interpretations
• Preparing and presenting oral and written testimony in SCC proceedings involving consumer service matters
• Performing other related work as assigned by Division management

Preferred Qualifications

• Considerable professional experience investigating and resolving consumer complaints, including complaints specific to public utilities
• Some experience managing and evaluating the work of staff
• A bachelor’s degree in business administration, economics, or a related field
• In lieu of a degree, additional related work experience
• Knowledge of utility tariffs and SCC rules and regulations is highly desirable
• The ability to establish and maintain courteous, effective working relationships with the general public, Commission staff, and industry personnel
• The ability to conduct investigations to determine compliance with existing statutes, Commission rules and regulations, and utility tariffs
• The ability to analyze and interpret data and to report the results of investigations
• Strong verbal and written communication skills
• The ability to train, develop, coach, and evaluate staff

SCC Information

Located in downtown Richmond, Virginia, the SCC is a state agency with regulatory authority over many business and economic interests in Virginia. More information about the SCC may be found on our website: www.scc.virginia.gov.

The SCC offers its employees rewarding, impactful public-service work; flexible telework options and work-life balance; and professional development opportunities. The SCC fosters a high-performing workforce with a commitment to diversity and inclusion, collaboration, and alignment with the SCC’s mission and strategic goals. Core benefits provided to SCC employees include competitive health and life insurance programs, pre-tax spending accounts, leave programs, and paid state holidays. Employees participate in a state retirement plan with options for tax-deferred retirement savings including employer matching. The state funds a short and long-term disability program.

The SCC regulates various companies and industries in Virginia; therefore, to avoid any conflict, employees are required to sign a Conflict of Interest Form and must dispose of any stock they hold in a regulated company or dispose of any licenses or certificates they hold in any industry regulated by the SCC unless otherwise permitted. Employees also shall report employment of household members by a regulated company.

The SCC does not provide employer sponsorship. We use the E-Verify system to confirm identity and work authorization.

The SCC is an Equal Opportunity Employer. As a Virginia Values Veterans (V3) Certified Employer, we value and encourage veterans and members of the Reserves and National Guard to apply.

The information you submit must clearly demonstrate your experience and qualifications as they relate to this position.  Interview consideration is based on the information submitted online. If requested, the SCC will provide reasonable accommodation to applicants in need of accommodation in order to provide access to the application and interview process. A background investigation is conducted on the selected candidate as a condition of employment.

This position will be classified in the SCC Salary Structure as a Grade P-14 and is exempt from the provisions of the Fair Labor Standards Act (FLSA).