ADMINISTRATIVE SPECIALIST SERIES

This is a Public Service Commission (PSC or Commission) recruitment for an Administrative Specialist I & II in the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and telephone carriers, as well as for-profit water and sewage disposal companies. The Commission also has the authority to license gas and electric suppliers, adopt complaint procedures, and establish consumer protection standards regarding supplier services. CAD is the Commission’s dispute resolution office that answers utility customer questions and investigates utility service complaints.

11

6 St. Paul Street

Baltimore, MD 21202

The main purpose of this position is to investigate, mediate, make determinations, and respond to consumer complaints against any gas, electric, telecommunication, for-profit water utilities, or competitive suppliers. To establish and maintain effective working relationships with utilities, stakeholders, and co-workers. To accurately collect and enter data in CAD’s database to inform departmental decision-making. To interpret and apply regulations and to prepare documents, reports, and letters based on findings. To prioritize and complete assignments to meet necessary deadlines. Excellent communication skills, both written and verbal, are essential.

• Independently investigate and resolve consumer complaints using established CAD procedures and timelines, applicable Maryland laws and regulations, as well as Commission Orders and decisions.

• Writing letters and reports summarizing complaint investigation findings. Written communication must be clear and professional.

• Accurately collect and enter data in CAD’s database to inform departmental decision-making.

• Analyze information and documents received to ensure utility companies and competitive suppliers are in full compliance with Maryland laws and regulations, Commission Orders and decisions.

• Understand and interpret Maryland laws and regulations, Commission Orders and decisions to provide timely written responses to customers and utilities using “IRAC” format (Issue, Regulation, Action, and Conclusion/Decision).

• Remain knowledgeable on a wide range of consumer-related issues to communicate effectively and professionally with citizens.

• Gather information concerning consumer-related issues to alert CAD to potential violations of Maryland laws and regulations, Commission Orders and decisions. Assist management in the preparation of non-compliance reports when requested.

• Perform weekly or biweekly audits of assigned cases to ensure the accuracy of information and timely completion of assigned cases.

• Research and remain familiar with current events related to the energy industry.

• Maintain confidentiality and clear, comprehensive records of investigations.

• Assist with strategic planning for community outreach, including drafting new materials, communication with citizens, and attending public hearings and events.

• Maintain a positive, professional relationship with representatives of the regulated utilities and the Commission.

Administrative Specialist II

Experience:   Three years of experience in administrative staff or professional work.

Notes:

1. Candidates may substitute the completion of 60 credit hours at an accredited college or university and one year of experience in administrative staff or professional work for the required experience.

2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

Administrative Specialist I Notes: 1. Candidates may substitute the completion of 60 credit hours at an accredited college or university for the required experience. 2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer involving staff work requiring regular use of independent judgment and analysis in applying and interpreting rules and regulations in accordance with agency laws and policies on a year-for-year basis for the required experience.

1. Work experience in public-facing customer service roles.

2. Competency in Microsoft Word and Excel as well as experience working with Salesforce (or other CRM or case management software).

3. Excellent written communication.

Candidates may be responsible for providing their own transportation as needed to access meetings, remote locations, and job destinations as assigned.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.