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Iowa Department of Administrative Services Utility Analyst 1 in Des Moines, Iowa

Utility Analyst 1

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Utility Analyst 1

Salary

$46,072.00 - $68,868.80 Annually

Location

Des Moines - 50313 - Polk County, IA

Job Type

Full-time

Agency

219 Iowa Department of Commerce Utilities Board

Job Number

21-01190

Closing

12/6/2020 11:59 PM Central

LinkedIn Tag

#LI-POST

Point of Contact

Cortney Brown at iub.hr@iub.iowa.gov

  • Description

  • Benefits

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Job Description

The Iowa Utilities Board (IUB) is seeking a Utility Analyst 1 (UA1) in the Customer Service department. Customer Service personnel receive numerous customer inquiries and complaints daily through phone calls, emails, letters, and in-person visits. The UA1 gathers information from the associated utility to answer and resolve customers' issues. The primary role of the UA1 is to evaluate complex customer complaints regarding their utility service, determine the IUB's jurisdictional authority, and identify when a utility is not in compliance with rules, regulations, and the approved tariffs. The UA1 must be able to act impartially and use good judgment.

The successful candidate must be able to compile and analyze data submitted by utilities and should be highly organized, have excellent time management skills, and be able to manage a significant caseload at various stages in the complaint management process.

The employee in this role communicates with multiple customers and utility contacts, both on the phone and in writing. The ideal candidate is an active listener, asks questions to develop an understanding of the issue and ascertain if any rules violations occurred, and analyzes whether the response from the utility addresses the issues specified in the complaint. The UA1's analysis includes providing a written response to all parties that details the specifics of the investigation, provides an accurate description of IUB rules and policies, and proposes a resolution.

The UA1 manages escalated complaints within the Customer Service area and communicates with engineers, inspectors, and attorneys within the IUB to obtain technical interpretations of the law and rules. The UA1 periodically presents facts and findings and their interpretation of those findings to the Board and the public.

The UA1 identifies trends within the Customer Service department, communicates them to management, and provides training and guidance to other Customer Service personnel on how to address issues with customers and utilities. This employee serves as a mentor to the clerk specialist and clerk advanced employees within Customer Service.

Minimum Qualification Requirements

Graduation from an accredited four year college or university with a bachelor's degree in accounting, business administration, finance, economics, operations research, computer science, environmental science, statistics, industrial engineering, mechanical engineering, civil engineering, electrical engineering, or paralegal/legal assistant;

OR

graduation from an accredited paralegal school will be considered as qualifying;

OR

an equivalent combination of education and experience, substituting one year of professional level analytical experience in one or a combination of the areas listed above for one year (30 semester hours or its equivalent) of the required education to a maximum substitution of four years.

For additional information, please click on thislink to view the job description.

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Agency

State of Iowa

Agency

219 Iowa Department of Commerce Utilities Board

Address

1375 E Court AveDes Moines, Iowa, 50319

Website

https://iub.iowa.gov/

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