Assistant Rate Specialist (Hybrid)

State of Connecticut - Department of Correction; New Britain (CT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Professional growth

Healthy work-life balance

13 paid holidays

Job summary

The Public Utilities Regulatory Authority (PURA) in New Britain seeks an Assistant Rate Specialist to perform technical, analytical, and customer service duties related to reviewing consumer complaints concerning regulated utility services.

You will handle inquiries via phone and email, document concerns, review account data, and explain program requirements while supporting outreach and education activities for consumer protections.

Qualifications

• Five years of professional experience in electric, gas, water, telecommunications or cable TV regulatory matters.
• College training may substitute for experience on a 15-semester-hour per half-year basis to a maximum of four years for a Bachelor's degree.
• A Bachelor's degree is preferred for this role.

Responsibilities

• Reviews complaints and assists with investigations and escalations.
• Communicates with customers via telephone, email, and other channels to gather information and resolve issues.
• Performs analyses and prepares written summaries, reports and recommendations for staff review.
• Supports agency outreach and education activities to inform the public about protections and programs.

Skills

Customer service

Regulatory knowledge

Analytical skills

Oral and written communication

Research skills

Education

Bachelor's degree

Job description

Introduction

The State of Connecticut, Public Utilities Regulation Authority (PURA) is seeking an Assistant Rate Specialist to join their team in New Britain.

WHAT'S IN IT FOR YOU:

• Professional growth and development opportunities
• A healthy work/life balance!
• Thirteen (13) paid holidays each calendar year.

Position Highlights

The schedule for this position is Monday-Friday, 8:00 AM - 5:00 PM.

The Assistant Rate Specialist performs a range of technical, analytical, and customer service responsibilities related to the review and resolution of consumer complaints and inquiries concerning regulated utility services. This position is part of the Education and Outreach Unit within the Office of Education, Outreach, and Enforcement.

A significant component of this position is direct customer service and complaint resolution. The Assistant Rate Specialist will communicate directly with customers by telephone, email, and other agency channels; obtain and document information regarding customer concerns; review utility account and service information; explain applicable utility requirements, programs, and processes; and work with customers and regulated utilities to facilitate the resolution of complaints and inquiries. The position may handle matters involving billing, rates, service quality, payment arrangements, energy assistance, reliability, metering, and other utility-related issues.

The Assistant Rate Specialist will review complaints and related documentation, conduct research, gather and organize information from customers and utilities, identify issues requiring additional review or escalation, and assist with the examination of more complex complaints and utility matters. The incumbent may participate in investigations, audits, inspections, and other regulatory assignments and will prepare written summaries, analyses, correspondence, and other work products documenting findings and supporting staff review.

The position will also support the agency's public education and outreach responsibilities. This may include communicating information about utility services, customer protections, energy affordability programs, and available assistance to members of the public; respond to inquiries; supporting outreach activities; and helping translate technical or regulatory information into clear information for customers and other non-technical stakeholders.

The Assistant Rate Specialist may also support agency projects and proceedings associated with PURA’s implementation of its Equitable Modern Grid Initiative and provisions of Public Act 20-5, known as the “Take Back Our Grid” Act. Assignments may include supporting utility rate and service proceedings, examinations of electric utility distribution and interconnection practices, and inspections, audits, and investigations involving regulated electric, gas, water, and telecommunications companies.�

The Assistant Rate Specialist may assist with research, data analysis, preparation of reports and other written work products, and preparation for formal hearings and other proceedings. These assignments provide the opportunity to apply the position’s customer service, technical, analytical, and regulatory skills to broader agency initiatives while supporting the agency’s consumer protection, regulatory, education, and outreach missions.

About Us

PURA is divided into multiple offices, each of which specialize in the execution of different portions of PURA’s broad statutory authority and mission statement to ensure safe, adequate, and reliable utility service at reasonable rates. PURA is responsible for regulating the many aspects of Connecticut's utility sectors, which can be categorized into three key buckets:

• 1. Innovation Pursuing the prudent and innovative modernization of the electric, natural gas, and water systems through regulatory reform.
• 2. Sustainability Directing the design and implementation of multiple clean energy programs including, renewable energy deployment, electric vehicle charging, battery storage, and innovation pilots in pursuit of Connecticut’s climate and energy policy goals; and Coordinating with diverse stakeholders including utilities, other state agencies, community advocates, environmental groups, developers, private industry, and citizens to ensure equitable and affordable access to all programs and services.
• 3. Accountability Ensuring that the utilities charge only fair and equitable rates; Implementing performance-based regulation of the state’s utility companies; Overseeing investment in the state’s utility infrastructure to promote service quality, reliability, and safety; and Implementing federal requirements for natural gas pipeline safety.

PURPOSE OF JOB CLASS (NATURE OF WORK)

In the Department of Energy and Environmental Protection, the Office of Consumer Counsel and the Public Utilities Regulatory Authority this class is accountable for receiving training in analysis and research of electric, gas, water, telephone and cable television companies for the purpose of verifying rate structures in accordance with revenue allowed and improving rate design.

EXAMPLES OF DUTIES

• Receives generalized training in rate analysis;
• Performs studies, analysis and research of rate structure of various companies under jurisdiction;
• Reviews rate and tariff schedules for compliance with regulations and departmental findings and orders;
• Assists in preparation for staff participation in formal hearings before commission or agency;
• Reviews actions taken by regulatory or legislative bodies which have a bearing upon policies and practices of regulated companies;
• Assists in performance of economic analyses in area of rate structure design and impact on consumer;
• Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

• Knowledge of economic, financial and statistical methodologies used in analyzing rate structure;
• principles and practices of rate structure design;
• Skills interpersonal skills;
• oral and written communication skills;
• Ability to utilize computer software.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Five (5) years of professional experience in electric, gas, water, telecommunications or cable television regulatory matters.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree. A Master's degree in a closely related field may be substituted for one (1) additional year of the General Experience. Successful completion of a Connecticut Careers Trainee program approved by the Department of Administrative Services may be substituted for the General Experience.

PREFERRED QUALIFICATIONS

• A Bachelor’s Degree.
• Experience working with the public in a regulatory, utility, government, social services, customer service, or other public-facing environment.
• Experience providing customer service and assisting with the resolution of customer inquiries, complaints, or requests for assistance by telephone, email, or other communication channels.
• Experience reviewing and interpreting technical, regulatory, policy, financial, or other specialized information and communicating that information to non-technical audiences.
• Experience researching and analyzing information from multiple sources to identify issues, trends, or conclusions.
• Experience preparing written communications, reports, summaries, or other documents that convey information, findings, or recommended actions.
• Experience assisting with the resolution of disputes or matters involving differing interests or positions among customers, businesses, utilities, government agencies, or other stakeholders, including gathering information, coordinating follow-up, and tracking outcomes.
• Experience independently managing two or more time-sensitive assignments, completing assigned responsibilities, and appropriately identifying matters requiring additional direction or escalation.

SPECIAL REQUIREMENTS

Incumbents in this class may be required to travel.

Incumbents in this class may be required to possess and retain a valid Motor Vehicle Operator’s license.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.