Consumer Agent

Job Description:

GENERAL STATEMENT OF DUTIES: 

To respond to consumer inquiries regarding utilities; to provide consumers with a prompt, accurate and professional response to all requests and inquiries; to prepare consumer payment agreements; and to do related work as required. 

SUPERVISION RECEIVED: Works under the general supervision of a superior in accordance with clearly defined policies and procedures; work is subject to review upon completions.

SUPERVISION EXERCISED: Usually none. ILLUSTRATIVE EXAMPLES OF WORK PERFORMED:

• To respond to consumer inquiries regarding utilities.
• To provide consumers with a prompt, accurate and professional response to all requests and inquiries.
• To prepare consumer payment agreements.
• To receive and respond to incoming correspondence by either telephone, letter or e-mail.
• To initiate telephone call backs, correspondence and follow-ups to answer customer inquiries or requests for information concerning billing and general service/product questions.
• To receive and investigate complaints against municipal and public utilities companies regarding shutdowns, billing, service problems, etc.
• To act as the agency consumer and utilities contact.
• To explain applicable rates for all regulated utilities to customers.
• To be responsible for the enforcement of orders, rules and regulations of the Division of Public Utilities and Carriers (DPUC) and the Public Utilities Commission (PUC) regarding consumer affairs and rates of electric, gas, water, telephone and cable utilities.
• To answer inquiries of the public regarding their rights and duties under these requirements.
• To prepare consumer payment agreements.
• To plan, schedule, organize and conduct informal and formal evidentiary hearings in accordance with the orders, rules and regulations of the Division of Public Utilities and Carriers (DPUC) and the Public Utilities Commission (PUC) regarding consumer affairs and rates of electric, gas, water, telephone and cable utilities.