Occ. Code 2340100
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UTILITY CONSUMER ASSISTANCE SPECIALIST 1, GRADE 14 |
2340100 |
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UTILITY CONSUMER ASSISTANCE SPECIALIST 2, GRADE 18 |
2340200 |
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UTILITY CONSUMER ASSISTANCE SPECIALIST 3, GRADE 23 |
2340300 |
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UTILITY CONSUMER ASSISTANCE SPECIALIST 4, GRADE 27 |
2340400 |
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UTILITY CONSUMER ASSISTANCE SPECIALIST 5, GRADE 31 |
2340500 |
New York State Department of Civil Service
Classification Standard
BRIEF DESCRIPTION OF CLASS SERIES
Utility Consumer Assistance Specialists perform a variety of activities dealing with receiving complaints and inquiries about regulated and competitive energy, telecommunications, cable television and water service providers; gathering information to answer inquiries; resolving consumer complaints through informal and formal processes; recording, gathering and analyzing complaint and workload information; preparing reports; and monitoring the performance of telecommunications and complaint tracking systems.
Utility Consumer Assistance Specialists are classified only in the Department of Public Service.
DISTINGUISHING CHARACTERISTICS
UTILITY CONSUMER ASSISTANCE SPECIALIST 1: entry level; members of units supervised by higher level Specialists.
UTILITY CONSUMER ASSISTANCE SPECIALIST 2: first supervisory level; performs more complex tasks associated with receiving, analyzing and resolving and responding to complaints and inquiries about regulated and competitive energy, telecommunications, cable television and water service; conducts reviews, mediations, and informal hearings; analyzes complaint information and data; designs reports; monitors the performance of systems; and supervises lower level staff in activities related to consumer complaints, inspections, equipment testing and report preparation.
UTILITY CONSUMER ASSISTANCE SPECIALIST 3: second supervisory level; researches and summarizes broad-based generic issues and recommends actions; supervises and directs the activities of the Call Center, Analysis Unit and Emergency Hotline operations; develops and maintains office procedures; performs research and analysis activities related to workload and consumer complaints; conducts informal hearings, reviews and mediations between consumers and service providers dealing with more complex issues; prepares determinations on appeals, shared meter complaints and rehearing petitions for Public Service Commission action.
UTILITY CONSUMER ASSISTANCE SPECIALIST 4: manages Office of Consumer Services program areas including: upstate and downstate office activities in the Consumer Assistance Call Center, Complaint Analysis/Expedited Resolution Units and the Informal Hearing and Appeals Units; investigates, identifies trends, researches and proposes actions on issues related to inquiries and complaints received; monitors enforcement of Public Service Law, Rules and Regulations under 16NYCRR, tariff provisions and Public Service Commission policies and orders; and directs the technical and analytical functions related to the Call Center and complaint tracking operations in the Office.
UTILITY CONSUMER ASSISTANCE SPECIALIST 5: reports to the Chief of Utility Consumer Programs, the Chief of Utility Programs or directly to the Director of the Office of Consumer Services; directs and coordinates the activities of several program areas in both the upstate and downstate offices; develops policies and programs which relate to the mediation and resolution of complaints and the enforcement of laws, rules and regulations involving regulated and competitive energy, telecommunications, cable television and water service.
RELATED CLASSES
Utility Consumer Program Specialists perform a variety of activities dealing with implementation of enforcement procedures, certification processes, reporting and analysis; development and implementation of Department policies; facilitation of dispute resolution and economic development initiatives; advocating for and communicating with end users on matters of utility or competitively provided energy, telecommunications and water services.
ILLUSTRATIVE DUTIES
UTILITY CONSUMER ASSISTANCE SPECIALIST 1
Performs in-person interviews and/or reviews letters, e-mails, and faxes from customers to initiate a complaint investigation or to respond to requests for information; reviews and analyzes company records; inspects the equipment of service providers; responds to customers; resolves complaints; interviews customers calling on the Statewide Emergency Hotline regarding the initiation of termination of residential electric and/or gas service in accordance with Part 11 of 16 NYCRR; prepares reports that display complaint and workload information for review by higher level staff; and reviews department policies, programs and the operation of the billing systems of various service providers and the Office complaint tracking system on a regular basis to stay current on information that is required to respond to customers.
UTILITY CONSUMER ASSISTANCE SPECIALIST 2
Supervises the Specialists 1 in the investigation and resolution of customer complaints and responding to customer inquiries; interviews customers calling on the Statewide Emergency Hotline regarding the initiation of termination of residential electric and/or gas service in accordance with Part 11 of 16 NYCRR; analyzes and resolves the more complex complaints and issues regarding energy, telecommunications, cable television and water service providers; advocates for customers at informal hearings; conducts or directs a service provider to conduct a premise inspection or meter test to determine the accuracy of billing or determine the adequacy of service in accordance with Public Service Law; reviews telecommunications and energy slamming complaints and reports on performance by service providers; prepares for and conducts informal hearings, mediations and pre-hearing reviews; prepares reports and analyzes data related to consumer complaints and staff workload; monitors the operation of the consumer complaint tracking system, provides information and support to staff and recommendations for system improvements; operates and maintains the call center telecommunications systems; and assists higher level staff preparing office procedures, monitoring the quality of utility service and measuring consumer satisfaction with the complaint handling process.
UTILITY CONSUMER ASSISTANCE SPECIALIST 3
Develops procedures and prepares staffing schedules for Hotline coverage; performs and directs tasks related to the review, analysis, research and resolution of the more complex billing, rate and service related issues dealing with regulated and competitive energy, telecommunications, cable television and water service; assists public officials and representatives of consumer organizations with sensitive and more generic issues and, if necessary, prepares appropriate responses signed by the Chairman, a Commissioner, Director or other appropriate executive staff; assigns and oversees the performance of inspections pertaining to a customers premises and equipment; monitors slamming, PSC referee meter testing and complaint premises inspections to ensure consistency with laws, rules and regulations; conducts pre-hearing reviews, informal hearings and reviews in accordance with Part 12 of 16 NYCRR and negotiates settlements using alternative mediation techniques; performs tasks associated with the assessment of customer service policies, practices and procedures in accordance with Public Service Law, 16 NYCRR, Public Service Commission orders and tariffs; prepares recommended determinations on appeals from informal hearing or review decisions in accordance with Section 12.14 16 NYCRR, Commission Designee complaints in accordance with 16 NYCRR and Section 52 of the Public Service Law or rehearing petitions concerning Commission appeal or Commission Designee determinations in accordance with Section 3.7 16 NYCRR and Section 22 of the Public Service Law; supervises tasks associated with maintaining the operation of the complaint tracking and Call Center communications system; develops and maintains office procedures and manuals which describe process and methods used for receiving, responding to and closing customer inquiries and complaints; and prepares periodic customer satisfaction surveys, analyzes survey results and prepares reports describing the results.
UTILITY CONSUMER ASSISTANCE SPECIALIST 4
Supervises, directs and coordinates upstate and downstate office activities related to: receiving and resolving complaints in the Call Center and on the Statewide Emergency Hotline; reviews, analyzes, researches and resolves complaints and issues involving regulated and competitive energy, telecommunications, cable television and water service; performs premise and equipment inspections, complaint related meter tests and slamming investigations consistent with law, rules and regulations; conducts informal hearings and reviews in accordance with 16 NYCRR Part 12 and complaint resolution using settlement alternative mediation techniques; supervises tasks associated with the review and assessment of customer service policies, practices and procedures for consistency with the requirements of Public Service Law, 16 NYCRR, tariffs and Public Service Commission orders; supervises the performance of tasks associated with preparing recommended determinations on appeals from informal hearing or review decisions in accordance with Section 12.14 16 NYCRR, recommended determinations for the Commission Designee in shared meter cases in accordance with 16 NYCRR Part 12 and Section 52 of the Public Service Law, and recommended determinations for the Commission on rehearing petitions concerning appeal determinations by the Commission on shared meter Designee determinations pursuant to Section 3.7 16 NYCRR and Section 22 of the Public Service Law.
UTILITY CONSUMER ASSISTANCE SPECIALIST 5
Directs and manages one or more program areas which includes the supervision of a majority of professional staff; assumes full responsibility for the supervision of all program areas and office operations in the absence of the Chief; reviews and evaluates unit operations and procedures and ensures uniform application of policies and procedures across unit lines; reviews staffing needs and recommends appropriate staffing in each of the program areas; reviews and evaluates the operations of the various program areas and assists in developing policies and procedures necessary for the effective and efficient resolution of customer inquiries and complaints; assists the Chief and Director in the formulation and implementation of Office and Public Service Commission policies involving customer service.
MINIMUM QUALIFICATIONS
UTILITY CONSUMER ASSISTANCE SPECIALIST 1
Open Competitive: Four years of qualifying experience as described below.
Promotion: Satisfactory completion of an appropriate traineeship. Currently, satisfactory completion of one year as a Trainee.
UTILITY CONSUMER ASSISTANCE SPECIALIST 2
Open Competitive: Six years of qualifying experience as described below.
Promotion: One year of permanent, competitive service as either:
A. Utility Consumer Assistance Specialist 1, Utility Consumer Assistance Specialist 1 (Spanish Language), Utility Consumer Assistance Specialist Trainee, or Utility Consumer Assistance Specialist Trainee (Spanish Language);
Or B. Utility Consumer Program Specialist 1, Utility Consumer Program Specialist 1 (Spanish Language), Utility Consumer Program Specialist Trainee, or Utility Consumer Program Specialist Trainee (Spanish Language).
UTILITY CONSUMER ASSISTANCE SPECIALIST 3
Open Competitive: Seven years of qualifying experience as described below.
Promotion: One year of permanent, competitive service as either:
A. Utility Consumer Assistance Specialist 2 or Utility Consumer Assistance Specialist 2 (Spanish Language);
Or B. Utility Consumer Program Specialist 2.
UTILITY CONSUMER ASSISTANCE SPECIALIST 4
Open Competitive: Nine years of qualifying experience as described below, two years of which must include supervising staff and projects
Promotion: One year of permanent competitive service as either:
A. Utility Consumer Assistance Specialist 3;
Or B. Utility Consumer Program Specialist 3.
UTILITY CONSUMER ASSISTANCE SPECIALIST 5
Open Competitive: Eleven years of qualifying experience as described below, three years of which must include supervision of both projects and individuals.
Promotion: One year of permanent competitive service as either:
A. Utility Consumer Assistance Specialist 4;
Or B. Utility Consumer Program Specialist 4.
Experience: conducting investigations involving energy, telecommunications, water, or cable service;
analyzing and/or researching information or data related to energy, telecommunications, water, or cable service;
preparing reports or survey instruments related to customer service performance in utility industries;
*conducting inspections or tests of energy or water meters;
analyzing utility customer education programs and/or customer service performance;
developing public awareness or **consumer education programs relating to utility matters including, but not limited to, presentations to consumers, consumer advocates, regulatory agency personnel, or utility industry representatives; OR
investigating customer inquiries and complaints as a customer service representative or responding to customer inquiries in a call center environment.
*Tests/inspections of meters/electric metering and submetering:
Qualifying experience: utility meter repair or refurbishment; calibration and/or operation of engineering test standards; calibration or operation of other types of engineering measurement instruments, e.g., micrometers, veneer calipers, etc.; or duties that require application of engineering standards promulgated by American National Standards Institute (ANSI) or other comparable standards body.
Non-qualifying experience: meter reading; meter data processing, e.g., data validation, editing or estimation; or meter installation/removal (unless accompanied by other duties as above).
**Consumer education:
Qualifying experience: developing content for utility-related outreach materials such as brochures, factsheets, web pages, newsletters, or presentations; review and analysis of public education programs developed by utility or energy companies; or communication with community leaders and stakeholders for utility projects such as transmission lines or energy safety programs.
Non-qualifying experience: preparing an advertising/marketing campaign designed to sell utility products e.g., energy efficient light bulbs; or soliciting customers for energy service companies (ESCOs) through door-to-door or telephone sales.
Substitutions: A Bachelors degree may substitute for four years of experience; a Masters degree or Juris Doctorate may substitute for five years of experience; a PhD may substitute for six years of experience.
Revised: 12/17
NOTE: Classification Standards illustrate the nature, extent and scope of the duties and responsibilities of the classes they describe. Standards cannot and do not include all the work that might be appropriately performed by a class. The minimum qualifications are those which were required for appointment at the time the Classification standard was written. Please contact the Division of Staffing Services for current information on minimum qualification requirements for appointment or examination.