Consumer Service Representative I/II/III

Section: Office of Consumer AdvocateClass: Consumer Service Representative I,II,IIILocation: Forum Place, HarrisburgTelework: This position will report to the headquartered location a minimum of 3 days per week. You may have the opportunity to telework the remainder of the week, if desired and based on business need. Position Type: Permanent, Full-time ,Non-civil service, AFSCME covered positionWork Hours: 8: 30–5: 00Salary Range:

Consumer Service Representative I, Pay Range 5 – Starting salary of $45,907Consumer Service Representative II, Pay Range 6 – Starting salary of $51,971Consumer Service Representative III, Pay Range 7 – Starting salary of $59,345Basic FunctionThis is responsible public contact work performed by employees of the Office of Consumer Advocate involving the resolution of consumer inquiries and complaints pertaining to electric, telephone, gas, water and wastewater utilities and providing education about utility issues. An employee in this position is responsible for responding to consumer inquiries and complaints received by mail, email, or primarily through the toll free "hotline.

" The employee must determine the nature of the inquiry/complaint in order to determine whether the matter comes within the OCA's jurisdiction and refers the caller to proper agency if appropriate. The employee communicates, either orally or in writing, with the pertinent parties in order to ascertain facts, meets with attorneys and staff to assist with the resolution of problems, and reviews applicable statutes, regulations and procedures to determine applicability and offer resolution. The employee also assists in the OCA’s education efforts and social media efforts which may involve travel.

Work is directed by an administrative supervisor who reviews the work product on an ongoing basis to ensure compliance with established procedures and to promote operational effectiveness.