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STATE OF NORTH CAROLINA
Mccullers, NC | Full Time
$93k-111k (estimate)
0 Months Ago
Consumer Complaint Analyst
$93k-111k (estimate)
Full Time 0 Months Ago
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STATE OF NORTH CAROLINA is Hiring a Consumer Complaint Analyst Near Mccullers, NC

Description of Work

Salary Grade: NC08

Recruitment Range: $35,788 - $58,685

This vacancy announcement is for current Commerce employees only.

The North Carolina Department of Commerce is the state's lead agency for economic, community and workforce development. The department works with local, regional, national and international organizations to fulfill its mission to improve the economic well-being and quality of life for all North Carolinians.

The Public Staff is an independent agency created in 1977 to review, investigate, and make appropriate recommendations to the North Carolina Utilities Commission (Commission) with respect to the reasonableness of rates charged and adequacy of service provided by any public utility and with respect to the consistency with the public policy of assuring an energy supply adequate to protect the public health and safety. The Public Staff shall intervene on behalf of the using and consuming public in all Commission proceedings affecting rates or service. The Public Staff will also:

  • Petition the Commission to initiate proceedings when in the public interest.
  • Intervene in all certificate applications and assist the Commission in analysis.
  • Make recommendations to the Commission with respect to standards, regulations, or practices.
  • Investigate formal and informal complaints affecting the using and consuming public.
  • Intervene in all proceedings for franchise transfers, mergers, and consolidations of public utilities.
  • Review, investigate, and recommend action to the Commission regarding affiliate contracts.

The primary purpose of the Complaint Analysts in the Consumer Services Division is to investigate complaints and offers dispute resolution to consumers having issues with regulated electric, natural gas, water, and sewer utilities under the jurisdiction of the Commission. Complaints may involve payment arrangements, pending disconnections, rates and tariffs, deposits, quality of service, billing disputes, and issues related to service or bills. Members of the Division sometimes work with other members of the Energy, Water, and Legal Divisions in investigating consumer concerns and issues of a technical or legal nature.

Note to Current State Employees

The salary grade for this position is NC08. State employees are encouraged to apply for positions of interest even if the salary grade is the same as, or lower than, their current position. If selected for this position, a new salary will be recalculated taking into consideration the quantity of relevant education and experience, funding availability, and internal equity. Based upon those factors, a pay increase MAY result. Knowledge, Skills and Abilities / Competencies

In order to receive credit for the supplemental questions in which you answered yes, you must provide supporting information within the body of the application, to support your answer. Your application should also reflect all education and all professional work experience acquired including high school and all degrees.

  • Demonstrated experience facilitating interactions and mediating disputes between consumers and regulated utility companies.
  • Demonstrated experience identifying issues, obtain relevant information, relate and compare data and information from different sources, and identify appropriate solutions to problems.
  • Demonstrated knowledge or ability to acquire knowledge, of Commission rules and regulations governing the general operation of public utilities; utility terminology; billing procedures; service terms and conditions; rates and tariff structures; and customer rights.
  • Demonstrated knowledge of Microsoft Word, Microsoft Excel, and working with an information database.
  • Ability to clearly communicate, in written and oral form, results of investigations and the applicable Commission rules/regulations and utility rates/tariffs/terms and conditions underlying the results.
  • Ability to establish and maintain effective relationships with fellow employees, customers, regulators, utility representatives, and the general public.
  • Demonstrated ability to complete tasks in a timely manner with moderate to little supervision. Demonstrated ability to use effective approaches for choosing a course of action for developing appropriate solutions and/or reaching conclusions.

Management preferences:

  • Three or more years of customer service or complaint analyst work in public utility operational or regulatory environment.

Minimum Education and Experience Requirements

Bachelors degree from an appropriately accredited institution and one year experience in complaint analyst work, preferably in a public utility operational or regulatory environment; or an equivalent combination of education and experience.

Supplemental and Contact Information

The North Carolina Department of Commerce (Commerce) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws, state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.

Commerce uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity and budgetary considerations pertinent to the advertised position.

It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked, education with the date graduated, all work experience, and certificates/licenses. Resumes will not be accepted in lieu of completing this application. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions.

  • Applicants seeking Veteran's Preference must attach aDD-214 Member-4 Form(Certificate of Release or Discharge from Active Duty) to their applications.
  • Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if they are a current member of the NC National Guard in good standing. If a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions, they must attach either a DD256 or NGB 22.
  • If applicants earned college credit hours but did not complete a degree program, they must attach an unofficial transcript to each application to receive credit for this education.

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account and click "Application Status." If you are selected for an interview, you will be contacted by management. If you are no longer under consideration, you will receive an email notification.

For technical issues with your application, please call the GovernmentJobs.com Applicant Support Help Line at 855.524.5627.

Tiffany Harrell

NC Department of Commerce

Job Summary

JOB TYPE

Full Time

SALARY

$93k-111k (estimate)

POST DATE

03/22/2023

EXPIRATION DATE

03/27/2023

WEBSITE

nc.gov

HEADQUARTERS

RALEIGH, NC

SIZE

>50,000

FOUNDED

1983

TYPE

Private

CEO

ROY COOPER

REVENUE

$10B - $50B

INDUSTRY

Public Administration

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