Public Utility Support and Complaints Specialist

Crave a work-life balance with potential remote work options? Passionate about customer service and problem-solving? Ready to contribute to an essential public service? If yes, the Department of Commerce, Division of Public Utilities wants you to apply now! 

*After initial training, this position may be eligible to telework up to three days per week, depending on division needs. 

ROLES AND RESPONSIBILITIES

In this position you will provide essential support to our division team as a Customer Service/Office Specialist II, handling utility complaints and assisting professional staff. This role offers a blend of customer interaction and administrative support within a dynamic regulatory environment. Your roles and responsibilities will include but not be limited to the following: 

• Respond to and process utility complaints received electronically and by phone, prioritizing timely and effective resolution.

• Draft formal complaint memos. 

• Provide comprehensive administrative support to division staff, including economists, accountants, and other professionals working on Public Service Commission matters.

• Develop a working knowledge of utility tariffs, regulations, and rules to accurately assess customer concerns and provide appropriate responses and recommendations.

• Sort and distribute incoming mail and packages.

• Assist the division paralegal with processing docket-related documents and filings.

• Support the processing and archiving of documents. 

• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

• 1 years of customer service experience. 

• 1 years of administrative or office support experience. 

• Proficiency in Microsoft Word and Excel. 

PREFERRED

• Professional utility (telecom, electricity, water, gas, etc.) and/or utility regulation experience. 

• Demonstrated written and verbal communication skills. 

• Proficiency with Google Workspace. 

• Spanish fluency, in addition to English. 

WHY YOU SHOULD JOIN OUR TEAM

Public Utilities is a small division with good camaraderie. You will have the opportunity for a close working relationship with our wonderful team and a supportive learning environment. Visit our website to learn more about our division.

This position is eligible for a rich benefits package, generous paid time off, and a great work-life balance. You can learn more about the offered benefits here.

AGENCY

The Department of Commerce is the licensing and registration agency for Utah's professional and business community.  We provide oversight of business registrations, trademarks, Uniform Commercial Code filings, professional and occupational licensing, consumer protection, public utilities, securities, real estate, and residential mortgage lending.

Visit our website to learn more about our agency.

BENEFITS

• Health Insurance - Public Employee Health Program (PEHP):

  • 3 medical plan options. Choose a Traditional or High Deductible Health Plan. There is an Opt-Out Cash Benefit option for those that have other medical insurance coverage.

  • 5 dental plan options, with an Opt-Out Cash Benefit option for those that have other dental insurance coverage.

  • 4 vision plan options under EyeMed or OptiCare

• Retirement - Utah Retirement Systems (URS):

  • Employees who have any service credit with an employer covered by the Utah Retirement Systems prior to 7/1/2011 are in the Tier I Public Employees System.

  • Employees hired on or after 7/1/2011 and who have never been in the URS retirement system have two options for retirement in the Tier II System. 

    • Tier 2 Hybrid Retirement System. Employer contributes an amount equal to 10% of your salary between both plans (pension and 401(k))

    • Tier 2 Defined Contribution Plan. Employer contributes an amount equal to 10% of your salary to a 401(k) plan only.  

  • Employer contributions to your 401(k) are vested after four years.

• Paid Time Off:

  • Annual leave and sick leave are accrued at 4 hours per pay period each (4 hours annual, 4 hours sick).

  • Annual leave amounts increase with years of service. 

  • We have 12 paid holidays.

(includes knowledge, skills, and abilities required upon entry into position and trainable after entry into position)

• The ability to communicate concisely and effectively, both verbally and in writing.
• The ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• The ability to speak clearly, concisely, and effectively; listen to, and understand, information and ideas as presented verbally. 
• The ability to operate office equipment. 
• The ability to communicate fluently in English. 
• The ability to review and/or edit documents for accuracy and completeness. 
• The ability to communicate information and ideas clearly, and concisely, in writing; read and understand information presented in writing. 
• The ability to organize information in a clear and concise manner. 
• The ability to use automated software applications. 
• Knowledge of proper grammar, spelling, and punctuation. 

• Job classification: Office Specialist II (#11022). 
• DHRM rules apply for promotions/transfers.
• Please note, a position's eligibility for remote work is established by agency management and is subject to change at their discretion at any time and for any reason.
• Effective July 1, 2021, in-state work rules require all work to be performed while physically within the state’s borders.
• As a condition of employment with the Department of Commerce, employees shall receive compensatory time off in lieu of payment in cash for all overtime worked under the Fair Labor Standards Act (FLSA).
• Risks found in the typical office setting, which is adequately lighted, heated and ventilated, e.g., safe use of office equipment, avoiding trips and falls, observing fire regulations, etc. 
• Typically, the employee may sit comfortably to perform the work; however, there may be some walking; standing; bending; carrying light items; driving an automobile, etc. Special physical demands are not required to perform the work.

Salary : $19 - $24