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ADMINISTRATIVE SPECIALIST II

Recruitment #19-001756-0041

Introduction

The Public Service Commission (PSC or Commission) regulates public utilities and certain passenger transportation companies doing business in Maryland.  The Commission regulates gas, electric, telephone, water, and sewage disposal companies. Also subject to the jurisdiction of the Commission are electricity suppliers, fees for pilotage services to vessels, construction of a generating station and certain common carriers engaged in the transportation for hire of persons. The PSC’s jurisdiction extends to taxicabs operating in the City of Baltimore, Baltimore County, Cumberland, and Hagerstown.

The categories of regulated public service companies are listed below: electric utilities; gas utilities; combination gas and electric utilities; telecommunications companies; water, and water and sewerage companies; passenger motor vehicle carriers (sedans, limousines, and buses); railroad companies; taxicab companies; and other public service companies.

The Commission is empowered to hear and decide matters relating to: (1) rate adjustments; (2) applications to exercise or abandon franchises; (3) applications to modify the type or scope of service; (4) approval of issuance of securities; (5) promulgation of new rules and regulations; and (6) quality of utility and common carrier service.

GRADE

11

LOCATION OF POSITION

William Donald Schaefer Tower

6 St. Paul Street

Baltimore, MD 21202

Main Purpose of Job

The main duties of this position are to investigate, mediate, and resolve consumer complaints filed by utility ratepayers against any of the gas, electric, telecommunication, water utilities or competitive suppliers by the Public Service Commission to operate within the State of Maryland. This position requires the use and knowledge of research methods, and techniques used in collecting, compiling, and organizing data and information. The ability to prioritize and execute tasks to meet tight deadlines, and to prepare and present reports and give sound recommendations from the reports are important for this position. This position requires the ability to establish and maintain effective working relationships including providing briefings to management peers, direct reports, customer, key stakeholders, and the public.

POSITION DUTIES

-Maintain clear, comprehensive records of investigations so that it can be managed and properly on appeal,  if necessary. This includes closing cases in a timely manner (within 60 days of receipt), and updating the OER database with all appropriate information related to the investigation.

-Maintain positive, professional relationship with representatives of the regulated utilities and the Commission

-Answer telephone calls and accept oral requests for payment plan or extensions from residential customers

-Only when the customer's service is off and where the customer does not dispute the validity of the outstanding bill, accept oral complaints to investigate and resolve any aspect of a consumer's regulated utility service. As part of the investigation, ensure that the utility, competitive supplier and/or customer is in compliance with COMAR, applicable tariffs, Commission Orders and decision. Prepare a written, proposed resolution of the complaint.

-Remain familiar with current events pertaining to the energy industry including results of proceedings pending before the Commission, changes to COMAR or Maryland statute, tariff updates, and Commission rulings on cases coming from OER.

MINIMUM QUALIFICATIONS

Education: Completion of 60 credit hours at an accredited college or university.

Experience: One year of experience in administrative or professional work.

Notes:

1. Candidates may substitute experience as defined above for the required education at the rate of one year of experience for 30 credit hours, for up to 60 credit hours of required education.

2. Candidates may substitute 90 credit hours at an accredited college or university for the required education and experience.

3. 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 education and experience.

DESIRED OR PREFERRED QUALIFICATIONS

Experience investigating, mediating and resolving consumer complaints

Fluency in both English and Spanish

Experience presenting organization-and customer service-related information to clients and the general public

Extensive knowledge of Microsoft Office and Google Suite

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.

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.

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.