GOT-IT

Utility Consumer Assistance Specialist 5

Grade 31

New York State has approximately 3 positions* in this title statewide. You may view a breakdown of positions by county. This position exists in Public Service, Department of. View links to all New York State agencies including agencies that have this title. For more information, New York State employees can contact the Career Mobility Office at (518) 485-6199 or (800) 553-1322. If you are not a current New York State employee, you can use the Department of Civil Service Web site to explore possible employment opportunities.

*The number of positions is approximate and represents the number of positions established (both filled and vacant); it is not an indication or reference to position type or duration, or intent to be filled. If you are viewing a trainee title, please note this number reflects the number of positions established at the journey level. Agencies may fill at the trainee level(s) or at the journey level based on employee qualifications. GOT-IT does not provide information on any job postings or job availability. For information on current job postings, please visit State Jobs NY. You may also visit specific New York State Agency websites for information about an agency and its job opportunities.

Career Ladder

A listing of titles that are most commonly used as steps for upward mobility for this title series. The salary schedule for this career ladder is also available.

  1. Utility Consumer Assistance Specialist Trainee

    Similar to Grade 11

  2. Utility Consumer Assistance Specialist 1

    Grade 14

  3. Utility Consumer Assistance Specialist 2

    Grade 18

  4. Utility Consumer Assistance Specialist 3

    Grade 23

  5. Utility Consumer Assistance Specialist 4

    Grade 27

  6. Utility Consumer Assistance Specialist 5

    Grade 31

Summary of Job Description

As a Utility Consumer Assistance Specialist 5, you would report to the Chief of Utility Consumer Programs, the Chief of Utility Programs or directly to the Director of the Office of Consumer Services; direct and coordinate the activities of several program areas in both the upstate and downstate offices; develop policies and programs which relate to the mediation and resolution of complaints and the enforcement of laws, rules and regulations involving regulated and competitive energy, telecommunications, cable television and water service.

View the classification standard for this title, on the Classification and Compensation webpage.

The NYS Title and Salary Plan provides additional information regarding other titles. If there is a classification standard available there will be a link under the column labeled STD. NO. If no link is available there is no classification standard available at this time for that title.

Summary of Minimum Qualifications

Please note: qualifications for this position may be subject to change. If substitutions for education and/or experience are allowed, this information would be available on the announcement.

You must take and pass a Civil Service examination in order to be considered for this position.

There are two examinations for this position. Please note: New York State employees may qualify for both.

For employees of New York State, on or before the date of the examination, you must be a qualified employee of the New York State Department of Public Service and have had three months of permanent competitive or 55-b/55-c service as a:

Either A Utility Consumer Assistance Specialist 4;

Or B. Utility Consumer Program Specialist 4.

For all other qualified individuals, on or before the date of the examination, the candidate must have

Either 1. nine years of experience in one or more of the following:

conducting investigations involving energy, telecommunications, water, or cable service;
analyzing and/or researching information or data related to energy, telecommunications, water or cable service;
preparing reports or survey instruments related to customer service performance in utility industries;
*conducting inspections or tests of energy or water meters;
analyzing utility customer education programs and/or customer service performance;
developing public awareness or **consumer education programs relating to utility matters including, but not limited to, presentations to consumers, consumer advocates, regulatory agency personnel, or utility industry representatives; OR
investigating customer inquiries and complaints as a customer service representative or responding to customer inquiries in a call center environment.
Or 2. a bachelor’s degree and seven years of the qualifying experience;

Or 3. a master’s degree or Juris Doctorate and five years of the qualifying experience.

The qualifying experience must include two years of supervision of both projects and individuals.

The following activities are examples of qualifying and non-qualifying experience:

*Tests/inspections of meters/electric metering and submetering:

Qualifying experience: utility meter repair or refurbishment; calibration and/or operation of engineering test standards; calibration or operation of other types of engineering measurement instruments, e.g., micrometers, veneer calipers, etc.; or duties that require application of engineering standards promulgated by American National Standards Institute (ANSI) or other comparable standards body.

Non-qualifying experience: meter reading; meter data processing, e.g., data validation, editing or estimation; or meter installation/removal (unless accompanied by other duties as above).

**Consumer education:

Qualifying experience: developing content for utility-related outreach materials such as brochures, factsheets, web pages, newsletters, or presentations; review and analysis of public education programs developed by utility or energy companies; or communication with community leaders and stakeholders for utility projects such as transmission lines or energy safety programs.

Non-qualifying experience: preparing an advertising/marketing campaign designed to sell utility products e.g., energy efficient light bulbs; or soliciting customers for energy service companies (ESCOs) through door-to-door or telephone sales.

For informational purposes only, click on the examination number(s) listed below to see the current or previous examination(s) that are used to fill this title.

26-201 38-678

How to Apply

When this examination is scheduled to be held, the announcement can be found on the Department of Civil Service, Examination Announcements web page. If you do not see an examination currently scheduled please check back on a monthly basis or sign up for announcement notification by email so that you will automatically be notified when new examinations are being offered.

Career Mobility

Career mobility is not just limited to the titles in the Career Ladder, above. Additional movement may be achieved through other examinations, additional education and/or work experience or transfer opportunities. For additional information or clarification of transfer determinations, current State employees should contact the Career Mobility Office. Visit ELMS Online to view established open-competitive, promotion, and transition eligible lists. If you are not a current New York State employee, see Employment Opportunities with New York State and find out how to become a New York State employee.

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