Virginia State Corporation Commission
Consumer Services Specialist - Utilities
The State Corporation Commission’s (“SCC” or “Commission”) Division of Public Utility Regulation (“Division”) seeks a reliable and responsible candidate interested in a rewarding public service career. Consumer Service Specialists at the SCC investigate and respond to consumer complaints and inquiries relative to electric, natural gas, water and sewer, and telecommunications companies and services. The selected individual will be responsible for receiving consumer inquiries and complaints by phone, email, and through the Commission website; analyzing the inquiries and complaints to determine compliance with applicable statutes, rules and regulations; and documenting the results of the investigations in the division’s complaint management system in a timely, thorough, and accurate manner. In addition to interactions with the public, a Consumer Services Specialist interacts frequently with customer support personnel with the utility companies. This position offers regular hours (Monday - Friday, 8:15am – 5:00pm), a hybrid work schedule (generally 3 days of telework, 2 days in office), on-the-job training, and professional development opportunities.
Qualifications
Preferred qualifications for this position include professional experience responding to consumer inquiries and complaints; some experience with utilities regulation or the utilities industry; and/or a bachelor’s degree. If applying with considerable relevant experience, a bachelor’s degree is not required. Call handling experience in a call center environment is a plus. Any knowledge of utility regulation, telecommunications tariffs, rates, networks, and operations is preferred. The ability to analyze and interpret utilities laws, rules, and tariffs, and strong verbal and written communications skills are essential. Applicants must be able to: communicate effectively and professionally with multiple audiences, including the general public, utility personnel, and Commission staff; perform detailed investigations relative to the specific circumstances associated with each complaint; and accurately and thoroughly document the results of an investigation. Applicants should demonstrate strong organizational skills and the ability to balance competing priorities while maintaining attention to detail. Applicants for this position must have knowledge in the use of a PC and its applications.