Below is the job posting for temporary position in BCS Philadelphia office. If interested please apply using the link.

 

https://www.governmentjobs.com/careers/pabureau/jobs/1932709/util-complaint-intvr-phila-multiple-positions-limited-term?keywords=Limited&pagetype=promotionalJobs           

 


COMMONWEALTH OF PENNSYLVANIA
invites applications for:

Util Complaint Intvr (Phila) - Multiple positions LIMITED TERM



The Commonwealth of Pennsylvania is proud to be an equal opportunity employer supporting workplace diversity.

 

SALARY:

$32,841.00 - $48,998.00 Annually

JOB TYPE:

Civil Service Temporary Full-Time

DEPARTMENT:

Public Utility Commission

LOCATION:

Philadelphia County

OPENING DATE:

12/21/17

CLOSING DATE:

01/05/18 11:59 PM

JOB CODE:

G5205

POSITION NUMBER:

99999999

UNION:

AFSCME

BARGAINING UNIT:

A1

PAY GROUP:

ST04

BUREAU/DIVISION CODE:

1402 - Phila

BUREAU/DIVISION:

Bureau of Consumer Services

WORKSITE ADDRESS:

801 Market Street

CITY:

Philadelphia

ZIP CODE:

19107

CONTACT NAME:

Shannon Marciano

CONTACT PHONE:

717-787-8714

CONTACT EMAIL:

smarciano@p.gov

THE POSITION:

THIS IS FOR MULTIPLE POSITION AND HAVE A 6-MONTH DURATION

If you anticipate the need for an accommodation due to a disability, please inform the Human Resource Office at the time an interview is scheduled.

A regular work schedule will be assigned within the hours of 8:00 a.m. 6:00 p.m. (E.g., 8:00 4:30, 8:30 5:00, 9:00 5:00, 10:00 6:00, etc.) With possible overtime when necessary.

 

DESCRIPTION OF WORK:

This position is responsible for answering the Public Utility Commission's Bureau of Consumer Services' toll-free telephone number for consumers concerning electric, gas, sewer, water and telephone, excluding electric and gas competition.
 
Specific duties include:
 
Answers and screens a myriad of calls from customers who have a complaint or questions about quality of service, extension of service, application for service, billing and suspension/termination.
 
Explains to consumers the duties and responsibilities of BCS/Commission staff.  Determines whether issue or complaint raised comes under Commission jurisdiction.  Transfers non-BCS calls to appropriate office.
 
Solicits from consumers demographic and topological information, records accurately and inputs information into computerized complaint information system.
 
Queries consumers on nature of problem, summarizes information provided onto BCS computerized informal complaint system and insures information is concise and accurate.
 
Takes action to calm down emotional customers through words or tone of voice in order to assure that the information being provided is correct.
 
Dismisses consumers' informal complaint cases "res judicata" (i.e., when the intake staff can determine that issues raised were previously handled through a BCS decision and/or Commission Order).
 
Informs customer of Commission rules and regulations; specifically, relating to, Title 52 Pa. Code, Chapters 56 and 64.  Tells consumers of their rights and responsibilities relating to the informal and formal dispute process.
 
As necessary, informs utility company officials of informal complaints and need for a utility report to facilitate the office's ability to respond to the informal complaint.

Essential Functions:
Ability to communicate verbally in a manner that is logical and understandable to the general public.
 
Ability to learn and understand the responsibilities of the Bureau of Consumer Services.
 
Ability to learn and understand office policies and procedures for case assignment.
 
Ability to learn and understand the responsibilities of the Commission and other Bureaus, making appropriate referral if the matter cannot be handled by the Bureau of Consumer Services.
 
Ability to enter, retrieve and research information in a mainframe computer data base system.
 
Ability to interact effectively with coworkers.
 
Ability to interact effectively with the public making adjustments for consumers who are angry, emotional or inarticulate.
 
Ability to enter and operate a call distribution phone system.

 

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY:

Eligibility - all candidates
Four years of customer service or consumer service experience.
or

Any equivalent combination of experience and training.

Be a resident of Pennsylvania.

Be eligible for selection in accordance with Civil Service rules.

EXAMINATION INFORMATION:

Applicants must meet one (or more) of the following methods(s) to be considered for this vacancy:

  • Civil Service Lists (Fill by examination in accordance with collective bargaining.)
  • Transfer
  • Reinstatement

How to apply - all candidates:
Submit an online application at https://www.governmentjobs.com/careers/pabureau/promotionaljobs on or before Friday, January 5, 2018 and attach:

  • Resume


All application materials must be filed online by the closing date of this posting. Faxed, e-mailed, mailed, late and/or incomplete applications will not be accepted.

To be considered for this vacancy, all applicants must meet the minimum experience and training requirements.

Individuals applying for Reinstatement must submit a letter of interest requesting consideration for reinstatement.
 

 

APPLICATIONS MAY BE FILED ONLINE AT:
http://www.employment.pa.gov

OUR OFFICE IS LOCATED AT:
400 North Street
Harrisburg, PA 17120


jobs@pa.gov

An Equal Opportunity Employer

Position #88-17
UTIL COMPLAINT INTVR (PHILA) - MULTIPLE POSITIONS LIMITED TERM
SM