Senior Ratepayer Assistance Specialist

Quasi-Independent Agencies; Hallowell (ME); Hybrid; USD 54,000 - 76,000; Full time

Job summary

Maine Public Utilities Commission (MPUC) seeks a Senior Ratepayer Assistance Specialist in Hallowell, ME. The role analyzes consumer inquiries and investigates utility complaints, negotiates resolutions, and reviews rate filings. It requires strong knowledge of laws and regulatory procedures and the ability to draft clear decision letters.

The position is hybrid with a comprehensive benefits package. Contact Tanya M. Lavoie for questions; salary range listed and deadlines apply.

Qualifications

• Knowledge of applicable laws, rules, regulations, policies, and procedures.
• Ability to investigate disputes, evaluate information, arrive at logical conclusions and make sound recommendations and decisions.
• Ability to write clear and concise investigation reports.
• Ability to draft clear, concise, well-reasoned decision letters.

Responsibilities

• Investigates, mediates, and resolves complaints to solve complex disputes concerning utility services.
• Reviews and evaluates case reports to ensure compliance with laws, rules, and past practices.
• Reads and explains tariffs, laws, rules, policies, and procedures to staff and consumers to ensure compliance.
• Compiles statistical reports on complaints, inquiries, and investigations for management.
• Independently issues legally binding decisions on cases related to credit arrangements or refunds.
• Conducts informal hearings and audits to resolve complaints and ensure rule adherence.
• Advise Consumer Assistance Specialists to assist in investigations and resolutions.
• Participates in advocate and advisor teams evaluating customer service quality.

Skills

Laws & regulations knowledge

Dispute investigation

Report writing

Communication

Independent work

Education

Investigative experience with consumer complaints

Job description

Senior Ratepayer Assistance Specialist Maine Public Utilities Commission (MPUC) Division: Consumer Assistance and Safety Division Position Code: 1175 Location: Hallowell, Maine (Hybrid Work Schedule Available) Vacancies: 1 Salary Range: $54,017.60– $75,732.80 annually Opening Date: November 5, 2026 Closing Date: November 19, 2026

About the MPUC

The Maine Public Utilities Commission (MPUC) plays a crucial role in shaping Maine’s energy and utility landscape. Our mission is to ensure that all Mainers have access to safe and reliable utility services at just and reasonable rates, while promoting energy efficiency and reducing greenhouse gas emissions. Our Consumer Assistance and Safety Division (CASD) is dedicated to protecting consumer rights, resolving utility‑related disputes, and ensuring utility companies follow Maine laws and regulations. CASD handles complaints involving billing, service quality, disconnections, payment arrangements, and more. The Division also educates the public and monitors utility compliance across the state. If you are passionate about serving your community and protecting consumers, we encourage you to apply!

Job Description

This is complex administrative work involving the analysis and investigation of inquiries and complaints from consumers regarding public utilities.

Work includes investigations, negotiating resolutions with utility management and consumers, documenting findings of violations, and participating in reviewing rate and tariff filings and adjudicatory proceedings.

This work involves significant time working on the telephone with the public.

Work is performed under limited supervision.

Representative Tasks

Investigates, mediates, and resolves complaints to solve complex disputes concerning utility services.

Reviews and evaluates case reports to ensure compliance with laws, rules, and past practices.

Reads and explains applicable tariffs, laws, rules, policies, and procedures to other staff, consumers, and consumer representatives to ensure implementation and compliance with rules.

Compiles and writes statistical reports on complaints, inquiries, and investigations to provide information to management.

Recommends disposition of cases and findings of violations of rules to finalize actions.

Independently issues decisions on cases that are legally binding and that can result in a utility company providing credit to the customer, establishing payment arrangements, or finding other resolutions to the complaints.

Conducts informal hearings on complaints, on‑site audits of utility credit and collection procedures, training programs with utility representatives, and special projects to provide information, resolve complaints, and ensure rules are followed.

Advise Consumer Assistance Specialists to assist them with the investigation and resolution of consumer complaints.

Participates in advocate and advisor teams conducting investigations and adjudicatory proceedings to evaluate and make recommendations on quality of customer services.

Required Knowledge, Skills & Abilities

Knowledge of applicable laws, rules, regulations, policies, and procedures. Knowledge of resources and organizations where individuals can obtain assistance. Ability to establish and maintain effective working relationships. Ability to interpret and explain rules and regulations. Ability to investigate disputes, evaluate information, arrive at logical conclusions and make sound recommendations and decisions. Ability to work independently. Ability to write clear and concise reports of investigations. Ability to apply standard precedents to cases. Ability to prepare testimony, testify, and be subjected to cross‑examination. Ability to comprehend and analyze credit and collections procedures and make recommendations for change. Ability to train other employees.

Minimum Qualifications

Minimum Qualifications (Entry level knowledge, skills, and/or abilities may be acquired through, BUT ARE NOT LIMITED TO, the following coursework/training and/or experience).

Education and/or experience of an investigative nature with consumer complaints which includes analyzing complex data and making decisions consistent with regulations.

Ability to draft clear, concise, and well‑reasoned decision letters is also required.

Cover Letter. Resume. Professional or academic writing sample. Incomplete applications may not be considered.

Licensing/Registration/Certification Requirements None.

For questions about the position, please contact:

Tanya M. Lavoie Maine Public Utilities Commission [e-mail] 207-287-1360

Why Work for the State of Maine?

No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day.

We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

Work-Life Fit – Rest is essential. Take time for yourself using 13 paid holidays and 3+ weeks of vacation leave annually. Vacation leave accrual increases with years of service, and overtime‑exempt employees receive personal leave. When you or immediate members of your family are ill, utilize 12 days of sick leave per year.

Health Insurance Coverage – The State of Maine pays 85%-95% of employee‑only premiums ($12,213.60-$13,650.48 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State.

Health Insurance Premium Credit – Participation decreases employee‑only premiums by up to 5%. Visit the Office of Employee Health and Wellness for more information about program requirements.

Dental Insurance – The State of Maine pays 100% of employee‑only dental premiums ($365.28 annual value).

Retirement Plan – The State of Maine contributes a percentage of pay to the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.

Gym Membership Reimbursement – Improve overall health with regular exercise and receive up to $40 per month to offset this expense.

Health and Dependent Care Flexible Spending Accounts – Set aside money pre‑tax to help pay for out‑of‑pocket health care expenses and/or daycare expenses.

Public Service Student Loan Forgiveness – The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office.

Living Resources Program – Navigate challenging work and life situations with our employee assistance program.

Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including non‑birthing and adoptive parents—receive six weeks of fully paid parental leave.

Additional, unpaid leave may also be available, under the Family and Medical Leave Act.

Voluntary Deferred Compensation – Save additional pre‑tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.

State employees are eligible for an extensive and highly competitive benefits package, covering many aspects of wellness.

Learn more about additional wellness benefits for state employees from the Office of Employee Health and Wellness.

Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for part‑time employment.

Information provided during the application, interview and selection process will be verified.

Our Commitment to Diversity

The State of Maine is an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities we serve. We welcome applicants of all backgrounds, including those of different races, genders, ages, abilities, sexual orientations, and religions. Reasonable accommodation is available upon request for individuals with disabilities.

About Us Join Maine State Government and Make a Difference in Your Community

If you're looking for a fulfilling career that allows you to serve the public and make a difference, consider working with Maine State Government! Our departments boast an array of professions, including attorneys, biologists, correctional officers, equipment operators, engineers, human resources professionals, information technology experts, law enforcement officers, nurses, park rangers, social workers, and transportation workers. With more than 100 agencies, boards, and offices, Maine State Government is the perfect place to explore various industries and interests. Whether you're interested in finance or forestry, there's an opportunity for you to help make Maine an even better place to live.