Respect. Professionalism. Integrity. Accountability.

Help protect the consumers of Washington state!

The Washington Utilities and Transportation Commission (UTC) is looking to fill one Consumer Program Specialist 2 position. This is an in-training opportunity. The successful candidate may meet the qualifications at the Consumer Program Specialist 1 or 2 level.

Salary range for Consumer Program Specialist 1: $40,812 – $53,100 annually

Salary range for Consumer Program Specialist 2: $46,980 - $61,632 annually

The Washington Utilities and Transportation Commission (UTC) mission is to protect the people of Washington by ensuring that investor-owned utility and transportation services are safe, available, reliable and fairly priced. Consumer Protection serves the public by ensuring consumers are treated fairly, and that regulated companies are following commission laws, rules, and policies. The Consumer Program Specialist works directly with customers of regulated companies; other state, local and federal agencies; the public; UTC staff; and representatives of regulated utility and transportation companies.

Applicants who are hired at the Consumer Program Specialist 1 level will be trained for one year as in-training status to reach the Consumer Program Specialist 2 level. The successful candidate will then serve a six-month trial service period to retain permanent status as a Consumer Program Specialist 2.

About the UTC and Employer Initiatives:

• 
  We value diverse perspectives and employ people of all backgrounds. We are actively involved in promoting equity, diversity, and inclusion within the UTC by way of a cross-divisional, collaborative committee. The focus of the committee includes employee engagement and education; reinforcing UTC values; and maximizing the value of diversity and identifying strategies for inclusion.
• We have modernized our workplace with workspaces that promote creative thought, innovation, and collaboration among co-workers, and improved building security and employee safety. In response to the COVID-19 pandemic, the UTC has supported extensive mobile work arrangements across the agency.
• We support a healthy work/life balance by offering flexible/alternative work schedules and mobile and telework options. (Depending on job duties).
• We have a formal mentoring program to provide and encourage employee growth and development, while also promoting informal mentoring relationships and sharing of knowledge across the commission.
• We have an engaging wellness program which focuses on all nine elements of wellness: spiritual, physical, social, environmental, occupational, emotional, intellectual, nutritional, and financial. We also have on-site shower rooms/lockers at our headquarters with proximity to several fitness centers in the area.
• We have a comprehensive continuous improvement program focused on using Lean tools and principles to solve problems and continuously improve work processes.

Review and respond to consumer complaints:

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  Receive, research, and resolve consumer complaints.
• Investigate the customer's claims by researching the appropriate statute, rule, or tariff, and analyzing data obtained from the company and determine whether the company is following the statute, rule, or tariff.
• Work with the customer and a representative from the company to resolve the customer's dispute, mediating, facilitating, and negotiating as needed.
• Provide technical assistance to the company representative on how to change the company's practice to meet the applicable regulatory requirement.
• Document the actions taken during the investigation in the complaint database.
• Respond to public records requests.

Review and respond to consumer inquiries:

• Receive and respond to inquiries about services provided by regulated companies.
• Communicate with consumers via telephone or e-mail to provide information and advice about their rights and service actions available to them.
• Direct consumers to information resources or provide them with UTC published consumer information.
• Record consumer inquiries in the complaint database to document trends or potential problem areas when issues are identified.

Consumer Program Specialist 1 - Two years of experience conducting professional level research, dispute resolution, investigation or claims adjustment.

Consumer Program Specialist 2 - Three years of experience conducting professional level research, dispute resolution, investigation or claims adjustment and one year of experience interpreting and applying Commission laws and rules.

Although not required, preference may be given to candidates who have experience in a call center setting with experience handling multiple calls.

Reminder: Apply even if you do not think you fully qualify. You may just be the needed candidate for this or other roles!

The successful candidate will also have the ability to effectively:

• Use a variety of analytical, investigative, and research techniques and tools to determine a company’s compliance with rules and laws and make recommendations for corrective action.
• Translate complex or technical concepts into messages others can readily understand and grasp.
• Mediate, negotiate, and resolve disputes among two or more parties.
• Read, comprehend, and accurately interpret written material, and comply with the rules of English and the commission's Plain Talk principles and Style Guide.
• Use math and basic accounting skills to analyze company responses to billing disputes.
• Use computer software, such as Microsoft Word and Excel, and computer systems to enter data and information, produce documents, and research information.

Demonstration of UTC Values: (expected of all employees):

• Respect
• Professionalism
• Integrity
• Accountability

Demonstration of UTC Core Competencies (expected of all employees):

Equity, Diversity, and Inclusion (EDI) Competencies (Download PDF reader):

• EDI knowledge, Understanding, & Commitment
• Self-Awareness and Commitment to Growth
• Cultivating Mutually Beneficial and Trusting Strategic Partnerships
• Inclusive Excellence & Allyship
• Measuring for Success and Improvement

Additional Agency Competencies:

• Customer Focus
• Results Focus
• Communication Skills
• Adaptability/Flexibility
• Self-Development
• Continuous Process Improvement

• 
  COVID Vaccination Requirement: Per Governor Inslee's Proclamation 21-14 (Download PDF reader) (Download PDF reader), state employees must be fully vaccinated against COVID-19. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are selected to serve in this position, you will be required to provide proof of vaccination before you are able to begin work. Please note that any offer of employment is contingent upon you providing verification of your vaccine status, having an approved medical accommodation, or having an approved religious accommodation. No start date will be approved until you have either verified your vaccine status or have an approved accommodation.
• The successful incumbent of this position may be located anywhere within Washington State although occasional travel to UTC Headquarters in Lacey, WA is required.
• Occasional travel during and outside normal work hours throughout the state for public meetings or hearings related to commission filings may be required.
• Requires contact with company representatives and their customers, and public agency representatives. Occasionally requires contact with individuals who may be challenging, adversarial, and/or reluctant to provide information.
• Sitting/Telephone and Computer Use: Work requires sitting for long periods, sometimes for four or more hours per day, while answering telephones and working at a computer.
• This position is represented by the Washington Federation of State Employees (WFSE).
• A valid driver's license is required to operate a state vehicle.
• Conflict of Interest: RCW 80.01.020 limits the commission’s ability to employ any person who owns stock in any company the commission regulates or is otherwise financially interested in such company.
• Compliance with the ethics laws (RCW 42.52) is an individual responsibility, which may include disclosure of volunteer work, elected activity, outside employment, or other business activity.
• No employee may engage in any outside employment or business activity that will interfere with the performance of their duties or result in a conflict of interest.
• No employee may engage in any volunteer or elected activity that will interfere with the performance of their duties or result in a conflict of interest.
• An employee shall notify supervisor prior to engaging in any outside employment or business activity.

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  A letter of interest explaining how you meet the qualifications of this position.
• A current resume detailing experience and education.
• A list of three professional references with current telephone numbers, including your current or most recent supervisor (or you may include this information in the Reference section of your application). A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.

• 
  Carefully review your application and other documents requested (e.g., cover letter and resume) for accuracy, spelling, and grammar before submitting.
• The initial screening of applications will be solely based on the contents and completeness of the "work experience" and "education" sections of your application in www.careers.wa.gov; completeness of your resume, cover letter, and any other materials submitted as part of the application process.
• A resume will not substitute for completing the "work experience" section of the application.

Visit these links to learn more about:

the state of Washington http://access.wa.gov,

the Olympia area www.co.thurston.wa.us or

www.Olympiawa.gov

The Utilities and Transportation Commission is an equal opportunity employer. We want to make sure you have an equal opportunity to join our team. Our commitment is making sure current and future employees are treated fairly and equally without regard to age, sex (including gender identity), race, ethnicity, disability, sexual orientation, veteran status, marital status, or religious or political affiliation. Persons needing accommodation in the application process or this announcement in an alternative format may contact Human_Resources@utc.wa.gov. For TTY service, please call the Washington Relay Service at 7-1-1 or 1-800-833-6384.