Consumer Affairs Representative, Public Utilities Commission
California State Personnel Board Specification
Schematic Code: LZ99
Class Code: 5903
Established: 06/05/1980
Revised: 09/09/1999
Title Changed: --
Definition
This class describes the entry, training, and full journeyperson level of consumer services work performed within the Public Utilities Commission. Positions in this class receive, investigate, and resolve informal consumer complaints against Commission regulated utility and transportation companies; answer inquiries from the public on tariffs, rates, and services; receive, deposit, account for, and disperse impounded funds; negotiate for consumers and/or consumer groups with transportation and/or utility company management regarding consumer concerns.
Typical Tasks
Incumbents perform varied technical work in independently resolving consumer complaints against utility and transportation companies. Incumbents receive, investigate, and resolve informal customer complaints of utility billing, service, tariffs, or application of rules against utility or transportation companies; answer inquiries from the public on transportation rates and service; gather information/data from consumers to determine what action needs to be taken; review documents from utilities for accuracy and compliance with tariff/codes/general orders; compose correspondence stating the Public Utilities Commission's informal opinion for the utility and the consumer; mediate complaint with consumer and utility; receive funds; impound and disburse funds as necessary; provide information to consumer regarding the informal complaint process and formal appeal procedures; review proposed tariffs and legislation and provide feedback on consumer impact; document public contact in the tracking system using computer software; write activity reports summarizing and showing trends in the industry; and do other job- related work.
Minimum Qualifications
Either I
One year of experience in the California state service performing duties of a class with a level of responsibility equivalent to that of a Program Technician III involving substantial contact with the general public in investigating, resolving, and/or adjusting consumer complaints.
Or II
Three years of experience with primary responsibility for investigating and resolving or adjusting consumer complaints. (Experience in the California state service applied toward this requirement must be performing the duties of a class at a level of responsibility equivalent to that of a Program Technician III.)
Knowledge and Abilities
Knowledge of: English grammar, punctuation, and spelling; effective oral communication techniques.
Ability to: Explain in a clear and organized manner; prepare correspondence and reports; perform computations such as addition, subtraction, multiplication, and division; handle with courtesy and tact a wide variety of public contacts both on the telephone and in person; analyze situations accurately and take effective action; work under high stress situations; relate well to people from varied backgrounds and situations; adapt behavior or work methods in response to new information, changing conditions, or obstacles; develop and maintain cooperative working relationships.
Additional Desirable Qualifications
Knowledge of the California Public Utilities Code and the Rules and Orders of the Public Utilities Commission; utility or transportation terminology in tariffs; activities and consumer information available from other agencies providing utility-related services; and bilingual such as Spanish, Cantonese, Mandarin, or Tagalog.
