DORA/PUC EMPLOYEES ONLY: Reallocation - Consumer Affairs Specialist - Hybrid

Department Information

THIS ANNOUNCEMENT IS FOR A REALLOCATION OF AN ENCUMBERED (OCCUPIED) POSITION.  YOU MUST BE AN EMPLOYEE OF THE DEPARTMENT OF REGULATORY AGENCIES IN THE PUBLIC UTILITIES COMMISSION IN ORDER TO APPLY.

Hybrid Workplace Arrangement: 

Although this position will be designated under the department’s hybrid workplace program, it will still be required to report to the department office on a scheduled basis and at the discretion of the supervisor, based on business need.

The Department of Regulatory Agencies (DORA) is dedicated to preserving the integrity of the marketplace and is committed to promoting a fair and competitive business environment in Colorado.

Consumer protection is our mission.

DORA values and promotes diversity, supporting a workplace that is inclusive of people from different backgrounds and experiences; creating an environment that is reflective of our communities; promoting positive relationships; and putting forth unique perspectives to fulfill our mission. 

• Employer-sponsored RTD EcoPass, with offices located at Civic Center Plaza, above the RTD Civic Center station and just a few blocks from RTD light rail. 

• Extensive work-life programs such as flexible schedules, training and professional development opportunities on a wide variety of subjects, and more! 

• Employee wellness programs, including the Colorado State Employee Assistance Program (CSEAP), which provides free, confidential counseling services.

• Bike-to-work programs, including access to storage lockers and bike racks.

• Flexible retirement benefits, including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans.

• Medical and Dental Health Insurance for employees and optional coverage for their dependents.

• Life Insurance for employees, and optional coverage for their dependents.

• Paid Time Off, including 11 paid holidays.

• Short- and long-term disability coverage.

• Tuition assistance program.

Check out our excellent benefits package!

Description of Job

The Colorado Public Utilities Commission (PUC) serves the public interest by effectively regulating utilities and facilities so that the people of Colorado receive safe, reliable, and reasonably priced services consistent with the economic, environmental, and social values of our state.

The Consumer Affairs unit at the PUC works to resolve consumer complaints with utility companies and regulated transportation carriers. The program’s workload includes the handling of approximately 500 consumer phone calls each month along with filing up to 250 complaint cases. The public information aspect of this unit 3 informs the public about PUC decisions and ratepayer issues via consumer contact. The public contacts our unit via phone, in person, letter, email, and online.

Position: SGA 5058

The Consumer Affairs Specialist position assists in resolving disputes between the ratepayers and utilities as well as between the public and various regulated transportation carriers. The position investigates complaints and determines if compliance with rules, statutes, and tariffs has been accomplished. The position also regularly explains utility and transportation practices and obligations in order to address questions from the public. This position helps to educate the public and regulated entities about PUC requirements, rates, rules, and decisions.

Duties include, but are not limited to:

• Uncovering possible violations by interviewing &/or investigating both the complainant and the regulated entity;

• Identifying trends in the public utility markets, specifically those dealing with consumer opinion and behavior;

• Reviewing whether a non-consensual tow of a customer’s vehicle took place and was approved by a property owner or law enforcement official (jurisdictional); or was vehicle owner-requested (non-jurisdictional);

• Determining if issues raised by consumers are jurisdictional to the PUC and whether formal enforcement action should be taken.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

MINIMUM QUALIFICATIONS (MQs):

There are two ways to qualify for this position: 1) Experience OR 2) A Combination of Education and Experience

Option 1: Experience

• Six (6) years of full-time, progressively responsible professional* experience performing all of the following:

  • Customer service experience, including responding to internal and external inquiries;

  • Handling and resolving customer complaints, and responding to difficult customers with tact and diplomacy;

  • Experience working according to detailed rules, policies, procedures, and/or deadlines.

Option 2: A Combination of Education AND Experience 

• Associate’s Degree and Experience: Graduation from an accredited college or university with an associate’s degree in business, business administration, communications, public administration, sociology, or a field of study related to the work assignment; AND

• Four (4) years of full-time, progressively responsible professional* experience performing all of the following:

  • Customer service experience, including responding to internal and external inquiries;

  • Handling and resolving customer complaints, and responding to difficult customers with tact and diplomacy;

  • Experience working according to detailed rules, policies, procedures, and/or deadlines.

OR

• Bachelor’s Degree and Experience: Graduation from an accredited college or university with a bachelor's degree in business, business administration, communications, public administration, sociology, or a field of study related to the work assignment; AND

• Two (2) years of full-time, progressively responsible professional* experience performing all of the following:

  • Customer service experience, including responding to internal and external inquiries;

  • Handling and resolving customer complaints, and responding to difficult customers with tact and diplomacy;

  • Experience working according to detailed rules, policies, procedures, and/or deadlines.

Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed.  Part-time experience will be prorated.

SUBSTITUTIONS:

• Partial credit toward the degree requirement will be given for completed college/university coursework that did not result in a degree. A master's or doctorate degree from an accredited college or university in a field of study related to the work assignment will substitute for the bachelor's degree requirement.

*Professional work involves exercising discretion, analytical skill, judgment and personal accountability and responsibility for creating, developing, integrating, applying, and sharing an organized body of knowledge that characteristically is: uniquely acquired through an intense education or training regimen at a recognized college or university; equivalent to the curriculum requirements for a bachelor's or higher degree with major study in or pertinent to the specialized field; and continuously studied to explore, extend, and use additional discoveries, interpretations, and application and to improve data, materials, equipment, applications and methods. 

Preferred Qualifications:

• Demonstrated experience working with or knowledge of Colorado PUC statutes, rules, and regulations;

• Demonstrated experience managing a complaint caseload, including interviewing complainants and respondents, advising utility companies when they are not in compliance, and urging them into compliance through direct contact and negotiation;

• Demonstrated experience processing and issuing hazmat, towing, and limited regulation carrier permits; 

• Demonstrated experience documenting and entering information in the E-Filings system;

• Demonstrated experience working in a regulatory environment;

• Experience analyzing and resolving complaints of utility non-compliance with state statutes, division rules, and utility company tariffs;

• Experience examining current and ongoing trends and data to identify deficiencies and determine which trends in behavior need to be reported and/or investigated.

Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):

• Demonstrated written communication skills, including the ability to convey information to various stakeholders in a clear, accurate, and concise written manner;

• Demonstrated verbal communication skills, including the ability to effectively convey information to audiences in a concise manner;

• Demonstrated attention to detail;

• Demonstrated critical thinking and analytical skills, including having the ability to evaluate information in order to apply knowledge and to decide on the most appropriate course of action;

• Demonstrated prioritization skills, including planning, organizing tasks, and managing work assignments;

• Demonstrated time management skills, including the ability to multi-task to effectively manage competing and constantly changing priorities in order to meet tight deadlines;

• Demonstrated ability to understand and abide by workplace principles, practices, and behaviors as internally identified and defined by the division and department;

• Demonstrated ability to read, understand, interpret, apply, and explain laws, rules, policies, and procedures;

• Sound judgment and the confidence to make decisions on a routine basis;

• Ability to travel independently, including work in-office, as required by business needs and scheduled by the supervisor;

• Integrity and high ethical standards;

• Accountability, reliability, including attendance;

• Ability to maintain confidential, controversial, or sensitive information;

• Self-starter, including the ability to work independently, learn new processes, utilize own knowledge and that of supervisor, and complete work with minimal supervision;

• Demonstrated professional demeanor;

• Knowledge and understanding in the use of PC software applications including Microsoft Office (Access, Word, Excel, etc.), and Google Suite (Doc’s, Sheets, Slides, etc).

Conditions of Employment: Candidates who fail to meet the conditions of employment will be removed from consideration.

• The successful passing of a reference check and/or, if required, a background check.

  • A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, a review of job-related public information, etc.

  • The type of background check depends on the job duties of the position, and can include a review of any criminal record, credit report, and/or driving record.

• Ability to travel independently, including work in-office, as required by business need and scheduled by the supervisor.

Supplemental Information

PLEASE READ - Required Application Materials

Interested individuals must submit the following online:

1. A completed State of Colorado Application (log-in to your current NeoGov account or create a NeoGov account to complete the online application). Note: Incomplete applications, including incomplete work history sections or "see résumé," "see attachment," or "see addendum" statements, will not be accepted in lieu of a completed application form.

2. A current email address on your application, as all communication pertaining to this position will be conducted via email. Please set up your email to accept messages from [email protected] and ‘@state.co.us’ addresses, and check your email often. Note: The department cannot guarantee the successful delivery of email, including incorrect filtering into junk mail folders.

3. A detailed cover letter, explaining how you meet the required competencies and how your accomplishments, qualifications, skills, areas of expertise, personal characteristics, etc. make you a good fit for this position; you may also attach additional documents that demonstrate this.

Comparative Analysis Process: Structured Application Review

Part of, if not the entire, comparative analysis process for this position will involve a review of the information you submit in your application materials; Therefore, it is paramount that in the experience portion of your application and cover letter, you describe the extent to which you possess the education, experience, and competencies outlined in the job announcement as well as the required and/or preferred qualifications/competencies. You are also encouraged to attach additional documents to that effect. Failure to include adequate information or follow instructions may affect your score and prevent you from competing in subsequent measures used to arrive at a top group of applicants.

Part of the comparative analysis process and/or the interview process may be conducted through remote video conferencing (i.e. Google Meet, Zoom, etc.)

Veterans’ Preference: Candidates who wish to assert Veterans’ Preference should attach a copy of their DD214 to their application. Failure to do so will result in being denied Veterans Preference.

PLEASE NOTE: Former State Personnel System employees who were disciplinarily terminated or resigned in lieu of termination must disclose this information on the application.  Colorado Revised Statutes require that all state employees be hired and promoted through competitive examination of merit and fitness.  Failure to include the required information, failure to follow instructions, and/or failure to submit materials by the application deadline may result in your application not being considered for the position and may affect your score or inclusion in the final pool of qualified candidates. 

The State of Colorado strives to create a Colorado for All by building and maintaining workplaces that value and respect all Coloradans through a commitment to equal opportunity and hiring based on merit and fitness.

The State is resolute in non-discriminatory practices in everything we do, including hiring, employment, and advancement opportunities. 

ADAAA Accommodations: DORA is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, at [email protected].

Check out our excellent benefits package!

While a salary range is posted for this position, an eventual salary offer is determined by a comprehensive salary analysis, which considers multiple factors including but not limited to education and experience compared to others in the organization doing substantially similar work.

Appeal Rights: 

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email, US Mail, faxed or hand-delivered within ten (10) calendar days from your receipt of notice or acknowledgment of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board go to spb.colorado.gov or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.

Benefits

The State of Colorado offers permanent employees a variety of benefits including medical, dental, life and disability insurance, as well as a comprehensive leave program.  Please click the following link for detailed information:  www.colorado.gov/pacific/dhr/benefits 

Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon.
 

Supplemental Questions

Required Question

Agency Information

EmployerState of ColoradoAddress See the full announcement by clicking
the "Printer" icon located above the job title
Location varies by announcement, Colorado, -- Website https://careers.colorado.gov/