Introduction
The Maryland Public Service Commission is seeking a Constituent Services Associate III to work within 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. CAD is responsible for the enforcement of the Commission’s statutes, regulations, and orders governing regulated entities.
Our Work Environment
● Downtown Baltimore/Inner Harbor area
● Transit-friendly location near the Metro (Charles Center), Light Rail (Baltimore Arena), and
numerous bus stops
● Hybrid work schedule
● Smart casual dress code
● Collaborative team environment
GRADE
15
LOCATION OF POSITION
6 St. Paul Street
Baltimore, MD 21202
Main Purpose of Job
The Constituent Services Associate III supports the Consumer Affairs Division’s (CAD) objective to provide exceptional customer service and timely management of citizen and stakeholder communication within the Maryland Public Service Commission (PSC or the Commission). CAD is the public-facing division within the Commission, responding to utility-related inquiries and investigating utility service complaints. Workflow is managed through CAD’s complaint data management system powered by Salesforce.
The Constituent Services Associate has a key role in the CAD dispute resolution process, supporting intake and resolution of a high volume of incoming communications and portal submissions. This includes determining the appropriate course of action for incoming matters and either personally addressing it or facilitating its progress through our dispute resolution process. The Constituent Services Associate will monitor the division’s complaint and outreach data, ensuring accuracy, and will prepare regular reports for internal and external audiences to inform decision-making.
POSITION DUTIES
Communication Management and Customer Service Duties
● Independently provide exceptional and professional customer service to citizens and stakeholders on issues related to utility regulation, ensuring that communications receive prompt responses according to established office guidelines, policies, and procedures.
● Coordinates external communications and serves as liaison with representatives of other agencies in the State, legislature, private industry, or local government agencies.
● Formulates reports in the complaint data management system to make recommendations based on analysis of data related to communications and complaints received.
● Participates in the program planning process by developing forecasts, proposals, or procedures to present to Director to facilitate orderly managed growth in the face of changing data trends.
● Consistently communicates with Director to ensure alignment with Division priorities and goals.
● Support consumer and stakeholder education initiatives.
● Support data integrity by ensuring that all complaint and communication data is timely and accurately entered into the complaint management database and categorized appropriately. Promptly correct deficiencies, consumer misfilings, and similar.
● Verify data accuracy and quality through audits, deduplication, complaint assignment, primary issue review, and complaint lifecycle management (including initiation of requests for Further Review, internal Staff consultation referrals).
● Continually stay informed on current events and changes to utility related law, regulations, and procedures, including but not limited to: the Code of Maryland Regulations, Commission Orders, tariffs, Maryland Code (Public Utilities Article, as well as Commercial Law Article and others as applicable)
● Lend support and engage with all colleagues with respect and professionalism.
● Attendance at meetings, site visits, outreach and other external events as necessary.
Administrative Duties
● Create and regularly update professional, accurate, and easy to read form letters, contact lists, fact sheets, and other materials for use by staff.
● Prepare written response no later than the due date for assignments from Chairman and/or Executive Secretary or their designees, and assist Manager in drafting responses and researching issues.
● Prepare written responses, documents, and other materials no later than the due date for assignments from others (ie: Office of General Counsel PIA requests, Technical Staff’s request for documents, etc). Ensure that materials are clearly organized and that you are responsive to questions concerning same.
● Assist complaint management database users with onboarding and basic troubleshooting.
Performs other duties as needed.
MINIMUM QUALIFICATIONS
Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: Three years of administrative staff or professional work.
Notes:
1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience.
2. Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.
3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.
DESIRED OR PREFERRED QUALIFICATIONS
- Knowledge and a practical understanding of electricity, gas, or telecommunications industries.
- Experience in the resolution of written customer complaints, a constituent services role, or public information or communications role.
- Experience in Salesforce or similar complaint management or customer relationship management
software.
LICENSES, REGISTRATIONS AND CERTIFICATIONS
Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.
SELECTION PROCESS
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.
EXAMINATION PROCESS
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.
BENEFITS
FURTHER INSTRUCTIONS
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.
