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Consumer Telecom Investigator
At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities.
About the Public Utilities Commission
The mission of the Commission is to improve the lives of all Minnesotans by ensuring safe, reliable, and sustainable utility services at just and reasonable rates.
- Salary Range: $28.26 - $41.43 / hourly; $59,006 - $86,505 / annually
40 hours
Job Summary
This professional role in the Consumer Affairs Office (CAO) manages the Commission’s process for Telecommunication Customer Transition Plans, investigates consumer complaints and resolves disputes between the consumer and the utility with a focus on telecommunication service provider complaints. The incumbent performs duties as follows:
- Reviews and analyzes or investigates telecom Customer Transition Plan filings for compliance.
- Gathers documentation and evidence, analysis and evaluation of information, prepares memos and reports.
- Mediates disputes.
- Serves as first point of contact for the consumer for informal complaints and inquiries related to customer telecom and regulated energy utility issues.
Please Note:
This career opportunity is based at the PUC offices in St. Paul, MN and is not available for full-time remote work. This position will be required to work onsite or in-person for at least 50% of scheduled workdays each month (including travel and off-site meetings).
Minimum Qualifications
- Two (2) years of professional level experience investigating complaints or resolving disputes between consumers and an industry, organization, or government program with highly complex laws, rules and/or regulations.
- Work experience involves investigations, research, data reporting and writing formal reports.
Minimum qualifications to be assessed at interview:
- Advanced level skills in input database software.
- Ability to interpret state and federal statutes, rules, tariffs, or utility regulatory practices.
- Knowledge or experience with Microsoft Outlook, Word, and Excel.
- Ability to mediate conflict in an impartial manner.
- Excellent written and verbal communication skills.
*Doctorate degree may substitute for two years of experience.
*Master’s degree may substitute for 18 months of experience.
*Bachelor’s degree may substitute for one year of experience.
*Associate’s degree may substitute for may substitute for six months of experience.
Preferred Qualifications
- Knowledge of utility tariffs
- Knowledge of, or experience with, telephone utility regulation.
- Knowledge of Minnesota law governing consumer protections as they relate to public utilities.
- Knowledge of telecommunication standards.
- Knowledge of state policy programs.
- Ability to mediate conflict in an impartial manner.
- Excellent written and verbal communication skills.
- Experience working with people of diverse backgrounds and marginalized communities.
- Ability to conduct research, investigations and to perform complex analyses of regulatory and policy issues.
- Ability to manage workload and multiple projects at a time.
Additional Requirements
This position requires successful completion of a reference check and background screening.
Select “Apply for Job” at the careers link. If you have questions about applying for jobs, contact the Careers Help Desk at 651-259-3637 or email [email protected]. For additional information about the application process, go to http://www.mn.gov/careers.
