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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…