Consumer Information Representative

The State of Connecticut, Department of Energy and Environmental Protection (DEEP), Public Utilities Regulatory Authority (PURA) is statutorily charged with regulating the rates and services of Connecticut's investor owned electricity, natural gas, water and telecommunication companies and is the franchising authority for the state’s cable television companies.  In the industries that are still wholly regulated, PURA balances the public’s right to safe, adequate and reliable utility service at reasonable rates with the provider’s right to a reasonable return on its investment. PURA also keeps watch over competitive utility services to promote equity among the competitors while customers reap the price and quality benefits of competition and are protected from unfair business practices.

PURA is currently recruiting for a Consumer Information Representative (CIR) in the Consumer Affairs Unit. This position assists individuals in the regulated community with issues pertaining to utilities. The CIR typically provides assistance to the elderly, lower income, and those afflicted with serious medical conditions. 

This position is located at our headquarters located at Ten Franklin Square, New Britain, CT. 

This position is Monday-Friday, 40 hours per week.

Applicants must include a resume within the "Resume Tab" of their application.

Questions about this position should be directed to the hiring agency's human resources office: Anne Dana, Anne.Dana@ct.gov, (860)424-3354. 

This position is competitive. Open to the public.

Qualified State employees invited to interview will be requested to bring last two performance appraisals. 

Qualified non-state applicants will be requested to provide three professional  references.

In a state agency, this class is accountable for independently performing a full range of tasks in investigating, negotiating, mediating or researching consumer complaints or responding to consumer requests for technical assistance.

Receives consumer complaints and inquiries by phone, in writing and in person; independently investigates complaints or conducts research in response to inquiry, determines proper course of action or referral; provides technical assistance and responds to technical consumer inquiries; contacts individuals and companies by phone or in writing to notify them of complaint and request information relating to consumer's problem; reviews applicable statutes, regulations and previous decisions of agency to determine whether violations may have occurred or to determine appropriate action to be taken; provides consumer with all pertinent information and advises consumer about available courses of action or informs utility company, landlord or business of corrective action to be taken; keeps records and writes reports; may negotiate or mediate between parties; may prepare reports for and participate in hearings; may draft cease and desist orders; performs related duties as required.

Knowledge of functions of regulatory agencies and other sources of consumer assistance; interpersonal skills; oral and written communication skills; skill in conducting investigations or research; ability to make appropriate referrals; ability to gather information from consumers and assistance resources; ability to interpret and apply laws and regulations relating to consumer complaints or technical inquiries, ability to utilize computer software.

Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.

1. College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
   
2. A Master's degree in a closely related field may be substituted for one (1) additional year of the General Experience.

Significant verbal and written communication skills 

Experience working in a customer service environment having ability to effectively communicate with angry customers using tact and diplomacy.

Experience or ability to investigate and research customer complaints.

Ability to understand and interpret written legal case decisions, state regulations and statutes, as well as utility company policies, procedures and tariffs in order to communicate information to customers.

Experience or ability to  negotiate and resolve disputes between utility companies and customers.

Competency in computer software applications such as Word and Outlook as well as other databases and or systems.

Experience working in utilities preferred but not required 

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.