Consumer Complaint Analyst pay range

What the state says the job is

This is professional level work in the North Carolina Utilities Commission involving the review, analysis and resolution of utility complaints and inquiries received from the general public. Position reviews and investigates complaints lodged against public utilities to determine the validity of the complaint and recommend appropriate action. Work involves considerable contact with the general public and representatives of public utilities and requires the interpretation of Commission policies, rules, regulations, utility billing procedures and an understanding of rates, rate structures and application of these to customer questions. Work may involve close coordination with the technical sections when questions of a technical nature are present.

Knowledge, skills and abilities

Working knowledge of public utilities' operations, plant facilities, and services provided. Working knowledge of the organization, function and procedures of the North Carolina Utilities Commission. Working knowledge of North Carolina Utilities Commission legal authority, rules, and regulations governing the operation of public utilities; as well as knowledge of utility terminology, billing procedures, rates and rate structures. Ability to deal tactfully with irate consumers, and to elicit appropriate information and relate to all classes of customers. Ability to analyze a variety of complaints and draw valid conclusions. Ability to translate technical language into layman terminology and co ...

Minimum qualifications

Bachelor's degree from an appropriately accredited institution and one year experience in complaint analyst work, preferably in a public utility operational or regulatory environment; or an equivalent combination of education and experience. <h2