NY HELPNo

AgencyPublic Service, Department of

TitleSpecial Assistant for Customer Experience

Occupational CategoryOther Professional Careers

Salary GradeNS

Bargaining UnitM/C - Managerial/Confidential (Unrepresented)

Salary RangeFrom $90931 to $114940 Annually

Employment Type Full-Time

Appointment Type Permanent

Jurisdictional Class Exempt Class

Travel Percentage 25%

Workweek Mon-Fri

Hours Per Week 37.5

Workday

From 9 AM

To 5 PM

Flextime allowed? No

Mandatory overtime? No

Compressed workweek allowed? Yes

Telecommuting allowed? Yes

County New York

Street Address 90 Church Street

City New York

StateNY

Zip Code10007

Duties Description The Special Assistant for Customer Experience will function as a policy advisor and project manager in the Executive Office of the Department of Public Service (DPS) under the general direction of the Executive Deputy of the DPS. The Special Assistant for Customer Experience’s primary responsibility will be to enhance the experience of NY utility customers when they interface with their utility and DPS. The Special Assistant will work to ensure NY utilities and customer facing DPS staff are “best in class” in all aspects of customer services. The duties of this position will include, but are not limited to:
• Working with other relevant offices at the DPS, including but not limited to the Office of Consumer Services (OCS), the Office of Investigations and Enforcement, and the Office of Public Affairs to regularly assess customer experiences Statewide under current customer service standards and utility performance metrics, and, based on performance, develop strategies to hold utilities accountable in the event standards are not met, and otherwise identify opportunities for continuous improvement.
• In connection with other offices at DPS, including OCS and the Director of Public Affairs, regularly reviewing the efficacy of existing customer outreach events and making recommendations to improve DPS’s interactions with stakeholders and consumers with a goal to better inform stakeholders about DPS policies and programs and to gain direct feedback from NY utility customers. Ensuring OCS, the Office of Renewable Energy Siting (ORES), and other office outreach events are aligned with the Executive Office’s views of Agency priorities.
• Project managing team(s) of DPS staff, to analyze existing customer service policies in New York and other states, such as affordability programs, rate designs, economic development programs, shut-off protections, and public engagement and participation policies.
• Regularly evaluating DPS complaint handling metrics to ensure DPS is effectively, accurately, and timely managing customer complaints made to the DPS. This includes evaluations of current staffing assigned to complaint handling for volume of complaints, quality control of complaint determinations, and utility response times. Based on reviews, advising the Executive Office on root causes of any shortcomings and options to resolve.
• Developing training materials and coordinating regular (approximately 10-12 times per year) briefings from DPS Subject Matter Experts for DPS Call Center staff regarding new orders by the Public Service Commission (PSC or Commission) and other developments affecting consumers.
• Coordinating briefings from OCS for other offices on consumer complaint trends.
• Reviewing ratepayer-funded consumer education and outreach efforts by utilities and the New York State Energy Research and Development Authority (NYSERDA) for effectiveness and accuracy, and to ensure coordinated and unified messaging to consumers.
• In coordination with the Director of Public Affairs, developing regular messaging for the Department’s social media accounts targeted to consumers.
• In coordination with the Office of Resiliency and Emergency Preparedness, reviewing utility communications with consumers and elected officials before and during emergency events to ensure compliance with Emergency Response Plans.
• Reviewing proposed legislation that affect PSC consumer service and affordability programs, and formulating recommendations.
• Advising and making recommendations to the Commission on technical and policy matters related to consumer services, affordability, and other issues.
• Establishing and maintaining effective relationships with external stakeholders including, but not limited to, community organizations, industry and trade associations, consumer, environmental, business, and other advocacy groups, including environmental justice organizations.
• Developing opportunities for the Chair, Commissioners, Consumer Advocate, and other staff to explain policies, initiatives, and other activities to external groups and interested parties.

Minimum Qualifications Bachelor’s degree and four years relevant progressively responsible experience*, including at a supervisory level**, in one or more of the following areas: consumer protection advocacy, consumer assistance, consumer policy analysis, consumer complaint resolution, or consumer engagement. This experience must be in a regulated industry or with a governmental entity.

Preferred qualifications include: knowledge of the current utility regulatory model, the Home Energy Fair Practices Act (HEFPA), the Climate Leadership and Community Protection Act (CLCPA), and other pertinent State laws; being highly organized and detail-oriented with the ability to lead work streams and contribute in a supporting capacity; possessing strong analytical skills, as well as first class interpersonal and communication skills; and an ability to work both well independently and in broad, diverse teams, and build relationships.

*Substitutions: four years of specialized experience or associate’s degree and two years of specialized experience may substitute for bachelor’s degree; J.D. or master’s degree may substitute for one year of specialized experience; Ph.D. may substitute for two years of specialized experience.

**Supervisory experience includes the full responsibility for the supervision of subordinate professional employees in the performance of the qualifying work, including assignment of tasks, employee training and development, evaluation of their performance and time and attendance.

Additional Comments About the Department:
The primary mission of the New York State Department of Public Service (DPS or Department) is to ensure affordable, safe, secure, and reliable access to electric, gas, steam, telecommunications, and water services for New York State’s residential and business consumers, at just and reasonable rates, while protecting the natural environment. The Department also seeks to stimulate effective competitive markets for clean, renewable, and distributed energy resources that benefit New York consumers, as well as product and service innovations.

Remarks:
Salary will be commensurate with experience. The primary location for this position is either Albany, NY or New York City, NY with up to 25% travel, which may vary depending on location. As such, the possession of a valid driver’s license is preferred. If the position is filled in the New York City location, the salary range above would increase by the Downstate Adjustment of $3,400. This is an appointment to a position in the exempt jurisdictional class. As such, the incumbent of this position would serve at the pleasure of the appointing authority. Appointment to this position is contingent upon Division of Budget approval.

Equal Opportunity Employer:
The Department of Public Service is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by contacting the Designee for Reasonable Accommodations (DRA) and Americans with Disabilities Act Coordinator which can be found under the Accessibility Link on the Department’s webpage at https://dps.ny.gov.

Some positions may require additional credentials or a background check to verify your identity.

Name Human Resources Management - KH

Telephone 518-473-9463

Fax 518-473-9990

Email Address recruiting@dps.ny.gov

Address

Street 3 Empire State Plaza

City Albany

State NY

Zip Code 12223

Notes on ApplyingPlease send a resume and cover letter to recruiting@dps.ny.gov or fax to Human Resources Management at (518) 473-9990. Please reference “Special Assistant, posting 18004” and include the preferred location when applying.