DC Department of Human Resources Hiring for Consumer Services Specialist at Washington, DC Full Time

The Public Service Commission of the District of Columbia (Commission), a leading utility regulatory agency, is looking for a talented Consumer Specialist who can make a difference in the Nation’s Capital. This position is in the Office of Consumer Services (OCS). OCS is responsible for investigating and mediating consumer complaints with utility companies, energy suppliers providing natural gas and electricity, and telecommunications service providers in the District of Columbia. OCS also manages all phases of the Commission’s community education and outreach program.

The Consumer Specialist mediates consumer complaints and responds to inquiries involving issues related to billing and payment, quality of service, retail choice, and formal case matters under the jurisdiction of the Commission. Educates consumers and the public on the Consumer Bill of Rights (CBOR) as it relates to electric, natural gas, and local telecommunications issues and utility service provider compliance. Investigates complaints and fully documents each step of the investigation in the consumer Customer Relationship Management (CRM) system and escalating to formal or informal hearings, if necessary. Drafts acknowledgement letters, close out letters. hearing notices, and records refereed meter test results. Participates in community outreach events across all 8 wards of the city.

The Commission offers a competitive salary range, a generous travel stipend for public transportation and parking, as well as an attractive benefits package. The Commission’s benefits package encompasses a flexible menu of comprehensive benefits, including health, dental, vision, life and disability insurance options, as well as a strong set of portable retirement benefits and savings options. The Commission also offers attractive vacation and sick leave time, as well as paid holidays, consistent with District government provisions.

The Commission also seeks to optimize work-life balance through an attractive set of alternative work schedule options, including: Flex time schedules, Telework options, and Alternative Work Schedules, all may be available after a probationary period with supervisor approval. As an organization dedicated to professional development and learning, the Commission encourages staff to participate in regulatory and industry association activities, as well as education and professional training. Tuition reimbursement may also be available.

This position is in the collective bargaining unit represented by AFSCME 20, and you may elect to join the union.

Qualifications

Knowledge of D.C. Law and Regulations, utility tariffs, Consumer Bill of Rights and Commission policies and procedures.

A valid driver’s license.

The ability to work evenings and weekends.

Licensures, Certifications And Other Requirements

None required.

Education And Experience

High school graduate or equivalent is preferred. Applicants must possess one (1) year of specialized experience that has equipped the applicant with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be credible, specialized experience must be equivalent to at least the next lower grade level.

OR

An equivalent combination of education and experience.

Work Environment

The work is performed in a typical office setting.