About Consumer Affairs:

A consumer affairs analyst is responsible for the day-to-day management of complaints and inquiries that involve ratepayers of Indiana utilities and the regulated utility companies. The Indiana Utility Regulatory Commission’s mission is to assure that utilities and others use adequate planning and resources for the provision of safe and reliable utility services at reasonable cost.  The Consumer Affairs Division ensures that both the utility and the customer comply with the provisions of the Indiana Administrative Code (IAC), which details the rules for utility service quality and customer rights and responsibilities.

A Day in the Life

Primary responsibilities will include but are not limited to:

• Investigate complaints in accordance with the Indiana Code (IC) Indiana Administrative Code (IAC), utility tariffs and other relative information
• Comprehend and interpret IC, IAC, utility tariffs, and other relative information
• Critically analyze data, interpret technical material and complaints/inquires, and exercise logical thinking
• Communicate extensively with other IURC divisions, utilities, utility groups, other state agencies in efforts to fully investigate all issues, rules and regulations to determine possible resolutions
• Serve as primary source in gathering information from consumer necessary to initiate an informal utility complaint on behalf of the ratepayer
• Obtain all necessary facts in the case in order to create a thorough record
• Manage a high volume of correspondence/data/information from customers and utility representatives regarding new and pending complaints/inquiries
• Document every step taken during the complaint handling process in a timely manner
• Issue timely determinations consistent with the IC, IAC, utility tariffs, and other relative information
• Draft appropriate, concise, and coherent responses to external and internal customers
• Maintains knowledge of current, applicable laws and the complaint handling process
• Responsible for fielding a minimum of 200-300 calls per month
• Monitor and track a minimum assignment of 126 complaints per month to facilitate movement of cases in the handling process in an effort to keep backlog to a manageable level
• Close more than the minimum assigned complaints per month to maintain a manageable case load
• Research issues using Indiana Code, Indiana Administrative Code, utility tariffs and other relative information
• Performs well independently as well in a group setting
• Operates effectively in high pressure, quickly evolving and/or adversarial environments
• Adhere to the work schedule and begin shift promptly at 8:15 am

What We're Looking For